Mediating role of growth needs and job satisfaction on talent sustainability in BPOs and call centres: An evidence from India

Abstract

The productivity and growth of an organization depend on the attrition rate of its workforce. The low workforce attrition rate increases the competency of an organization. Although there are numerous studies on employee retention, human resource managers are still struggling to hold their employees for a longer time. This paper studies the mediating role of growth needs and job satisfaction on independent construct deficiency needs and dependent construct talent retention for talent sustainability. The judgemental sampling technique was adopted to interview 414 employees of different BPOs and Call Centres situated in Delhi NCR through a self‐administered questionnaire. Mediation analysis was performed with the help of Smart PLS‐SEM 3.0. The deficiency needs have an insignificant impact on talent retention, whereas the path deficiency needs, mediated by growth needs and job satisfaction, have a greater and significant impact on talent retention. Finding suggests that growth needs and job satisfaction help to retain talented employees.

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