This document summarizes a research study examining the relationship between human resource (HR) practices and employee retention in Indian call centers. The study surveyed employees and interviewed HR and operations managers at four large Indian call centers. 

Key findings from the study include:
- Indian call centers have much higher employee turnover (40%) compared to the global average (20%), and the shortest average employee tenure (11 months) in the Asia Pacific region. 

- While Indian call centers utilize formal HR practices like structured recruitment, performance appraisals, and training, high attrition remains a challenge, suggesting HR alone may not be sufficient for retention. 

- Previous Western research found high performance work systems including teamwork, skills, incentives

Work Organization, Human Resource Practices and Employee Retention in Indian Call Centers PDF

The list of books you might like