Exploring Employee Attrition and Retention. A comprehensive study of the urban-centric BPO industry of India

      Аннотация: Business Process Outsourcing (BPO) industry in India is progressing with an unparalleled velocity. Despite its momentous growth and brilliant future, the BPO industry has experienced high attrition rates since its very inception. This book is a comprehensive attempt to explore the dimensions of attrition and retention specific to a BPO. Systematic and methodical study is presented in two components. First is the identification and exploration of the causal agents of attrition in the BPO sector of India, which involves an exhaustive study of the personal characteristics of the respondents; exploring the factors behind attrition, and then comparing these factors across the various personal characteristics. Second is the identification and exploration of the factors of retention in the BPO sector of India, which involves detecting the factors through field survey; comparing them across the personal characteristics; and developing a regression model. The book is of enormous significance to scholars pursuing research and practitioners as it provides insights related to factors associated with attrition and also gives suggestions on employee retention.

Ключевые слова: Attrition, BPO, retention