Exploring Turnover Reason: A study of BPO Industry of Pakistan

Abstract

This study explores the determinants of voluntary and involuntary turnover intention of the BPO industry of Pakistan taking sample of one of leading BPO situated in Pakistan. Our study is based on two main themes; voluntary and involuntary turnover. For voluntary turnover we have explored one main category called ‘resignation’ but for involuntary turnover two main categories we have identified from the data and these are ‘termination’ and ‘separation’. Some of the determinants that we have explored for each theme are common in turnover intention literature like career advancement and bad performance but some are new like “no call no show” which means if an employee leaves the organization without any notice and didn’t appear. Over all the antecedents of turnover that we have found are Cost Cutting, Insubordination, Malpractice, Poor Performance, Violating Company Policies & Procedures, Negative behavior, no call no Show, Career Advancement, could not manage his studies & work, Grievance with the management, Medical Issues, Moving to new city, Personal Issues, Remuneration, Study Completion, Work life balance. Moreover, this study enhanced the existing theoretical framework of the Hanqin Qui et al (2014). If we see their framework, they have just showed up the turnover intention in one layer in hotel industry of the China, but in our study, we have extended it in two layers, called categories of turnover and then subcategory of each category. But at the same time this study has some limitations. Data of turnover intention is of one BPO situated in Pakistan thus we cannot generalize the result of this study at all BPO industry employees. Future research can be done taking the data more than one BPO organization and conducting interviews of employees.