Exploring employee retention and intention to leave within a call centre

Abstract

Orientation: Call centre organisations are plagued with high levels of employee turnover and are challenged by effectively retaining their staff. Research purpose: The study sets out to establish factors that affect the retention of call centre agents and to determine call centre agents’ intention to leave. Research design, approach and method: The study is quantitative in nature, which follows a cross-sectional approach. Data were collected using an established questionnaire, the retention factor management scale. Psychometric properties of the questionnaire for validity and reliability were assessed using factor analysis and Cronbach’s alpha coefficient, respectively, to ensure internal consistency. Data were collected using a convenience sample, and the participants of the study are call centre agents. The sample yielded a response rate of 282 respondents. Subsequently, data were analysed using descriptive and inferential statistics. Main findings: The findings reflect that a relationship between the retention factors and intention to leave exists, whereby compensation contributes the most towards intention to leave. Practical and managerial implications: Recommendations are made for the retention factors of call centre agents, which when implemented have the potential to enhance employee retention. Contribution: The study provided valuable insights to management within call centre organisation towards employee retention and provided recommendations and strategies aligned to factors that will enhance retention, which human resource practitioners need to be cognisant of.