Resumen

RAMIREZ-CARDENAS, Jeffry Ralph; LLACCTAHUAMAN-PILLACA, Susan Rossio  y  HUACHACA-URBINA, Antonio Roberto. Staff selection and job rotation in a call center. Rev. ciente. UCSA [online]. 2025, vol.12, n.3, pp.170-180. ISSN 2409-8752.  https://doi.org/10.18004/ucsa/2409-8752/2025.012.03.170.

The study analyzes the relationship between personnel selection methods and labor turnover in a call center in Lima, Peru. The research followed a quantitative, non-experimental and descriptive-correlational approach, with a sample of 50 former workers. The results, with Cronbach's alpha of 0.86 and 0.82 for the respective variables, showed a very high negative correlation (ρ = -0.897). It was found that a better selection process reduces both basic (ρ = -0.877) and compound (ρ = -0.892) displacement, confirming a significant negative relationship between labor turnover and adequate personnel selection (ρ = -0.907). These findings suggest that the implementation of more rigorous and effective selection processes may be a key strategy to reduce staff turnover in call centers, thus contributing to operational stability and the reduction of costs associated with hiring and continuous training.

Palabras clave : Staff selection process; voluntary turnover; involuntary turnover; Lima call center; former employees.

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