| The purpose of this phenomenological study was to explore the lived experiences and perceptions of 20 customer service agents regarding employee turnover. Building upon the Herzberg 2-factor theory, research was conducted to identify factors contributing to employee turnover. Data were collected through participant interviews and explored using the 7-step modified van Kaam method to code, group, and cluster the data into major themes. Ten themes emerged from the study suggesting retention strategies that might decrease employee turnover. Two significant themes were the importance of employee compensation and the strategies to increase employee morale. Employee compensation, in terms of salary, benefits, and incentives, was the most important factor for determining employee retention and job satisfaction. Fostering a supportive working environment in which employee morale is high is important to employee retention and motivation. Implications for a positive social change include the use of strategic retention strategies to improve organizational awareness and employee morale, which may lead to a decrease in employee turnover, a decrease in retention challenges, and an increase employee morale and organizational and economic development. |
