Employee service abandonment in offshore operations: A case study of a US multinational in India

Indian Business Process Outsourcing (BPO) exports industry has witnessed an exponential growth over the last few years. This has been accompanied by a shortage of talented skilled workers to serve the BPO sector. Attracting and retaining talented employees has become the chief challenge of HR departments in the BPO industry. This study examines the demographic antecedents of job abandonment among call centre employees in India using a large firm level data. The theoretical and practical implications of the findings are discussed.