Outsourcing: Factors involved in turnover of frontliners
Keywords:
Analytic Hierarchy Process, Employee Turnover, Engagement, Facilities Services, Frontliners, Work SatisfactionAbstract
Recently, in Mexico there has been a growth in service outsourcing companies, and with it the concern of analyzing the high levels of turnover in frontline employees, in order to develop strategies that allow the permanence of employees. The main purpose of this article is to determine the factors involved in the turnover of frontline employees who work for a facilities services company. This article analyzes the level of importance of the factors that employees indicated to leave the company based on AHP methodology. The sample consists of 158 employees interviewed during their last day at the company. The results indicate that the main reason of the dissatisfaction is related to the work environment and promotions, which can cause, in addition to employee turnover, low levels of engagement, job satisfaction and productivity. We can also identify the main differences between males who indicate dissatisfaction with training as the main reason, while females indicate the work environment at the first level.
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