Feeling unsure: quit or stay? Uncovering heterogeneity in employees' intention to leave in Indian call centers

D. Das, A. M. NANDIALATH, R. Mohan

The International Journal of Human Resource Management

January 2013, vol. 24, n°1, pp.15-34

Departments: Strategy & Business Policy

Keywords: call center; intention to leave; latent class analysis

Employee turnover remains to be one of the biggest human resource problems facing theIndian international call center industry. This paper aims to provide a comprehensivestudy of how the attitudes of call center employees toward different aspects of their workaffect their intention to leave. Our specific contribution to the literature is inunderstanding the heterogeneity among employees and how this affects meaningfulinference in studying employees’ intention to leave. To achieve this goal, we compare andcontrast between traditional ordinary least squares regression models that have been usedin the extant literature with latent class analysis. Latent class analysis suggests thepresence of three distinct groups of employees, thus confirming the heterogeneity presentin the data. The three groups can be represented as the two polar groups, one keen onstaying and the other keen on leaving, and a significantly large third group of employeeswho are unsure.We also find that the impact of different attitudes vary between groups interms of both economic significance (magnitude of coefficients), and statisticalsignificance. This study throws important light on the research on turnover and hassignificant research and practical implications