Organizational Commitment and Turnover Intent Among Call Center Agents in Company X

Abstract

The study investigated the relationship between the level of organizational commitment and employee turnover intent among call center agents using Allen and Meyer's Three-Component Model (TCM) of Organizational Commitment and Eagly and Chaiken's Composite-Attitude Behavior to the TCM. The sample of the study comprised 128 call center representatives working for Company X Manila Site using non-random sampling. The respondents were asked to answer two questionnaires, measuring the variables used in the study. Survey results were analyzed using Pearson's r with the use of SPSS. Ten survey respondents were also interviewed and were selected based on their level of organizational commitment and line of business. Research results show that there is enough evidence to suggest that a moderately strong negative correlation exists between organizational commitment and turnover intent among survey respondents of Company X Manila Site, where r = -.564, and continuance commitment having the highest correlation with turnover intent. Furthermore, the overall level of organizational commitment was a relatively high mean score of 3.41, whereas the turnover intent was a slightly low mean score of 2.99. Future studies may include replication of this research on another call center agency, with improvements on sample size and methodology, inclusion of other factors involving job withdrawal and turnover intent, and analysis on the effects of having low level of organizational commitment in a call center company.