Factor Affecting Employee Retention in the Call Center of Banking Sectors

Abstract

The factors affecting employee retention in Pakistani banking sector call centers are examined particularly through evaluation of career growth and motivation together with workplace environment and flexible scheduling and professional development opportunities. The researchers gathered survey data from banking call center employees to conduct their research using a quantitative method. The research findings based on ANOVA with regression and correlation analysis demonstrate that career development benefits have the most substantial impact on employee loyalty which secondarily depends on employee motivation and a favorable workplace atmosphere. Staff members tend to stay with their current positions because they can see advancement routes and get enough training resources. Additionally, factors such as work-life balance and organizational culture also impact retention levels. Research findings highlight how managerial initiatives must concentrate on staff motivation efforts alongside professional growth frameworks and work environment backing. Organizations should establish mentorship initiatives coupled with good salaries and flexible work designs to help employees maintain their job satisfaction while lowering employee exits. Active examinations of essential factors enable banking call centers to improve employee loyalty which results in better customer service and enterprise performance. Research should examine the effects of technological improvements and remote work flexibility on personnel maintenance patterns in this industry.