Data & AI
Research by Dr Kumarashvari Subramaniam examines how workplace factors and gender influence turnover intentions among call centre employees in Malaysia, highlighting the importance of empowerment, organisational commitment, fair compensation and relevant career development opportunities.
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In March 2025, Dr Kumarashvari Subramaniam published a research article in the International Journal of Innovative Research and Scientific Studies titled:
“An explorative study on intrinsic factors influencing decision-making and turnover intention with gender as moderating factor among call center employees in Malaysia.”
The study examines how intrinsic factors such as managerial empowerment, career growth, organisational commitment, and rewards management influence turnover intention among call centre employees. Gender is explored as a moderating factor in these relationships.
Findings reveal that empowerment, organisational commitment, and fair compensation play critical roles in employee retention. The study also recommends that organisations consider gender-based strategies and align career development opportunities with employees’ expectations.
Read the full article here.
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