Exploring the dimensions of attrition in Indian BPOs

Authors: Sengupta, Santoshi; Gupta, Aayushi

Source: International Journal of Human Resource Management, Volume 23, Number 6, 1 March 2012 , pp. 1259-1288(30)

Publisher: Routledge, part of the Taylor & Francis Group

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Abstract:

Business process outsourcing (BPO) industry in India is progressing with an unparalleled velocity. Despite the momentous growth and brilliant future, the BPO industry has experienced high attrition rates since inception. There are many factors that lead to attrition in BPOs and much research has taken place time and again. In this study, we have made a comprehensive attempt to explore the dimensions of attrition by identifying the factors that lead to it, assessing the contribution of the factors toward attrition, and comparing the dimensions across the various demographic variables. Data have been collected from 500 BPO employees and analyzed using Statistical Package for the Social Science 17.0. Factor analysis, correlation, regression, t-test, and Duncan's mean test have been done to empirically interpret the result. The paper not only identifies the significant dimensions of attrition but also provides scope for further studies in the field of employee retention in the BPO industry.

Keywords: attrition; BPO; demographics; dimensions; framework

Document Type: Research article

DOI: http://dx.doi.org/10.1080/09585192.2011.561211

Affiliations: 1: Department of Professional Development,Jaypee Institute of Information Technology, Noida, India

Publication date: 2012-03-01

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