Middle-East Journal of Scientific Research 17 (4): 481-494, 2013 ISSN 1990-9233 © IDOSI Publications, 2013 DOI: 10.5829/idosi.mejsr.2013.17.04.11950 Corresponding Author: Shahab Alam Malik, Department of Management Sciences, COMSATS Institute of Information Technology (CIIT) Islamabad, Pakistan. 481 Predicting Employees Turnover in Telecom Mobile Communication Call Centers of Pakistan Shahab Alam Malik, Nabeela Bashir, Muhammad Majid Khan and Shujah Alam Malik 1 1 1 2 Department of Management Sciences, 1 COMSATS Institute of Information Technology (CIIT), Islamabad, Pakistan Faculty of Management and Human Resource Development, 2 Universiti Teknologi Malaysia, Johar Bahru, Malaysia Abstract: The aim of this study was to investigate whether call centers work design and structure contributes to raise stress, job dissatisfaction and reduction in organizational commitment amongst client service representatives (CSRs). It was further aimed to prove that employees’ intention to quit or stay is affected by perceived organizational commitments, job satisfaction, stress and supervisory support along with the selection of other variables such as self-esteem, stressors and intention to quit. A model used in retail stores and call center environment earlier is replicated here using same survey instrument. Data were collected from a total of ten call centers operating in vicinity of cities of Islamabad, Rawalpindi and Lahore. Total 445 questionnaires were distributed among CSRs and 348 usable questionnaires were used for data analyses. Although the model was supported but the interactions among the variables differed, particularly, organizational stressors and stress played a bigger direct role in employee intention to quit. Key words:Call centers Stress Job satisfaction Employee turnover Customer service representative (CSRs) Organizational commitment INTRODUCTION The task of CSRs is to connect with their Call centers are the organizations that are specialized computer system [4]. in those activities in which computer utilizing employees According to Wegge et al., [4], CSRs face three types receive inbound, or make outbound telephone calls of challenges which result in role stress and finally make and those calls are processed and controlled both by them quit the organization. First, the general work of a call an Automatic Call Distribution (ACD) and through center in accordance with working situations, working predictive dialing system [1]. According to Strandberg hours, shifts of working, attitudes and issues related with and Wahlberg [2], call centers are the organizations which computer and high degree of unpleasant sounds. Second, are specialized in maintaining the relations of their there are several consumers’ demands which need proper customer/client with the use of telephone, information and attention that are linked to the CSRs job itself which the communication (ICT) technology. CSR have to instantaneously listen and to speak to Call centers have become a basic business customers for handling their problems, put data into requirement for customer support, services and marketing computers and read the data from computer screen. for the businesses. Call centers personnel are referred as Finally, call centers job is allied with several forms of a customer service representatives (CSRs) and for many emotional exhaustion. The CSRs perform a key role in organizations they become the employees having the building up of strong relationships with their customers. most direct knowledge of customers and are a direct point As a result the mode in which CSRs exhibit their feelings of entry for customers [3]. As a result, most companies towards their customers has a critical influence on service rely heavily on the services provided by the CSRs. transactions quality. For example, a CSR is required to customers/clients by means of a unified telephone and