Attrition in Call Centers: An Analysis on Gender and Academic Qualification

In the last few decades, services sector industry has evolved as the most important with a considerable amount contribution to the nation's income, and employment. From its post independence period the average shares of 29.5% in 1950s to 57% of GDP and accounts for 28.5% of the total employment in India at present. The researcher in this paper tries to understand and establish the relationship between gender and attrition in BPO industry as the Main objective. And also the attrition related to three different levels of qualifications like Post-Graduate, Graduate & under-Graduate as the Sub-Objectives. This is in specific to the domestic call centers in Bhubaneswar in the state of Odisha. The sample size for this study was from secondary data of 281 employees who left the job from domestic call centers, including inbound and out bound Call Centers. The research methodology was exploratory research, the enquiry mode was structured approach, and non probabilistic judgment sample of secondary type is taken for analysis. The measurement scaling is of nominal type with different qualifications among the Male & Female. The statistical methods engaged to analyze the data by formulation and testing of hypothesis by using chi square test and extensive use of statistical tool IBM SPSS 17.0. The Graphical interpretation of data is done by using line graph. The research is concluded with that, the attrition rate is influenced by both the gender and qualification.