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.
