Determinants Of Labor Turnover In The BPO Industry Towards The Development Of HR Retention Model

Employee turnover is one of the biggest challenges of the BPO industry in the Philippines. Though there have been lots of studies on turnover few studies have examined turnover in the BPO sector. This study aims to identify the significant factors that affect the labor turnover thereafter develop a retention model from these results. Survey questionnaires regarding the levels of influence and importance of 12 identified factors were distributed to a sample of 387 BPO employees. Results show that the perceived levels of influence and importance for Career and Development were the highest among employees. Further the perceived levels of importance and influence for the factors of the same type have a significantly positive high correlation with each other. Additionally most of the significant differences on the perceived levels of influence and importance were present when the respondents are grouped according to educational attainment and tenure.