Student Retention is a function of a number of factors, the most important among them being-the academic response mechanism of an institution, effectiveness in handling administrative queries, counseling at learner support centres, effectiveness in handling practical session and so on. The current paper is an attempt to study the effectiveness of student support services in an era of globalization in distance education institutions, with special reference to IGNOU Regional Centre, Mumbai. It is strongly felt that the results of this study will have a strong bearing on the way support services at conducted at Distance Education institutions. Mathematical complexity has been purposively avoided to make the contents of this paper intelligible to a wider audience.