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_aJesuitas, Celord R. Jose, Ross Lynn M. Laurente, Cherry G. Magtangob, KC P. Manlugon, Marielle Rose P. Martin, Jiliah L. Medina, justin Mae V. Mendoza, Dolce Evita P. Mercado, Karl Marvince M.
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_aDeterminants of employee attrition in the call center industry
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_aBusiness Research : (BSBA major in Operations Management) - Pamantasan ng Lungsod ng Maynila, 2023
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_aAbstract Attrition is one of the most common problems encountered in the call center industry. Employees leave due to different reasons but in the call center industry where employees or the agents are the frontliners of the business, these reasons must be taken into account to lessen high attrition rates. The study focuses on different employee attrition determinants and its relationship with employee attrition. Seven (7) variables were considered in the study as independent variables, specifically compensation and benefits, rewards and recognition, job design, career growth, training and development, team leader and management support, and work culture. The data gathered were analyzed using frequency distribution for descriptive statistics, and Pearson R correlation to determine whether the following determinants have a significant relationship with employee attrition. The study centered on the agents of UP Ayala Technohub who were previously employed in a different call center company. The findings showed that of all determinants, job design has the highest influence on employee attrition with a high positive relationship while all other determinants have a low positive correlation with employee attrition.
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