FactorsInfluencing Employee High Turnover Rate at Call Centres: A Case Study on AEON Credit Service Malaysia
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 5
Abstract
Objective:The purpose of this paper is to investigate and to get better understanding on the root cause of employee high turnover rate at Call centers in Malaysia specially on Klang Valley. It also determine what would reduce the employee job hop at the firm which will help to reduce cost of hiring, training, and retaining. Methodology:This research is based on primary data obtained from a telecommunication contact center in KalangVally. A mixed-methods design was employed whereby a survey questionnaire was completed by 100 employees of Aeon Credit Service Sdn Bhd. Findings:The results indicate that the job satisfaction is vital to reduce the high turnover rate at call center on both internal and external factors. Professionals of telecommunication companies and other related companies in the service industry can use the outcomes of this study to justify their efforts in performance improvement.This will enable the HR practices to be supervised and further enhanced. This may also help reducing turnover among greatly skilled workforce in this age of self-motivated and extremely competitive business environment. Furtheradvancement of the research might be possible to discuss potentially important overlooked areas.
Authors and Affiliations
Mohammad Imtiazhossain, Krishnavani A/P Muniandy, Md Nasiruzzaman, Dr. Asifmahbub Karim
Keywords
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- EP ID EP411289
- DOI 10.9790/487X-2005080715.
- Views 61
- Downloads 0
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