Improving job retention in the Call center context : Exploring important factors that induce employee’s turnover intentions and how to decrease it

Background Contemporary business faces many challenges in constantly adapting to the ever-changing nature of the market. One of the most important challenges is obtaining the best workforce available in order to create competitive advantages and retain competence in the organization. In order to succeed with this task it is imperative to improve retention in the organization since it is very ineffective to lose employees with high competence and very costly to replace that competence. One business highly influenced by these changes is Call centers and it is important to assess the possible ways they can improve retention. Purpose The purpose of the thesis is to explore and elaborate upon how motivational factors induces turnover intention in employees in a Call center. It aims to discover the interplay between different factors and to facilitate the factors in order to improve retention. Methodology The study is of inductive nature and uses a qualitative method. The execution of the empirical gathering is with interviews in order to provide a deeper understanding of the motivational features influencing turnover intention. The interviewees are employees that recently left an organization operating in the Call center context. Conclusions The findings shed some light of the wide range of features influencing turnover intention as well as providing some insight to which one is of particular importance in the specific context. Other findings in the study argues that the different features influencing turnover intention compensate for each other. Which provides some further practical use in the strategical work to improve retention trough motivational aspects. It also provides some suggestion that will aid to decrease turnover intention.