Predicting Turnover Intent: Examining the Effect of Employee Engagement Practices in Indian International Call Centres

The paper focuses on examining the effect of employee engagement practices among call center employees in India with an attempt to predict the Turnover intentions. In call centers employee engagement practices like communication, reward and recognition have a positive impact on employee performance, but because of monotony in the nature of the job, employee development is negatively correlated with the degree of employee engagement. Findings of this study will facilitate the HR managers and management of Indian International call centres in terms of making the effective use of employee engagement practices in order to retain their human talent by reducing turnover intentions to create performance oriented environment. Data was collected from 107 employees based on convenience and snow ball sampling from call centres located in Hyderabad. The hypotheses are formulated and tested.