Document Type Master's Dissertation Author Forgiarini, Ilvo URN etd-04082010-112313 Document Title Management practices that support retention in South African inbound call centres Degree MBA Department Gordon Institute of Business Science Supervisor
Advisor Name Title Ms C Scheepers Supervisor Keywords
- employee retention
Date 2010-04-03 Availability unrestricted Abstract
The turnover of call centre agents in South Africa is higher than in most other industries. The costs incurred to retain agents versus the replacement costs of an agent are massive. This research focused on inbound call centre agents and the perception of five management practises which were compared with both managers and agents in two large call centres.
The five management practises tested were communication, call centre structure, performance management, recruitment and selection, and training and development. These five practises impacted on the agentsí intention to leave by 36%.
A non-probability sampling method was used to select a sample of inbound call centre agents; a total of 82 agents were surveyed. Regression, stepwise selection, Wilcoxon Scores Rank Sum test, Pearson and Spearman correlation tests were some of the tools used to interpret the survey.
The research concluded that communication had the strongest correlation with an agentís intention to leave. Communication had the best combination of a matching variable to be predicted on a stepwise selection.
The research further showed that the managersí and call centre agentsí perception differs to the extent that managers believe sufficient communication is made to keep call centre agents satisfied, and this is contrary to the agents perception.
Interesting to note is that 82% of the agents have considered leaving their organisation at some point, 63% of the employees do not want to be working at their current employer in the next year, and 53% had considered leaving within the past three months.
This research has contributed to the body of knowledge. Organisations and managers are well positioned to direct their focus to specific management practises identified in the research which will assist them in retaining call centre agents.
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Please cite as follows:
Forgiarini, I 2009, Management practices that support retention in South African inbound call centres, MBA dissertation, University of Pretoria, Pretoria, viewed yymmdd < http://upetd.up.ac.za/thesis/available/etd-04082010-112313/ >
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