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Improving job retention in the Call center context: Exploring important factors that induce employee’s turnover intentions and how to decrease it
Umeå University, Faculty of Social Sciences, Umeå School of Business and Economics (USBE), Business Administration.
2017 (English)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Background

Contemporary business faces many challenges in constantly adapting to the ever-changing nature of the market. One of the most important challenges is obtaining the best workforce available in order to create competitive advantages and retain competence in the organization. In order to succeed with this task it is imperative to improve retention in the organization since it is very ineffective to lose employees with high competence and very costly to replace that competence. One business highly influenced by these changes is Call centers and it is important to assess the possible ways they can improve retention.

Purpose

The purpose of the thesis is to explore and elaborate upon how motivational factors induces turnover intention in employees in a Call center. It aims to discover the interplay between different factors and to facilitate the factors in order to improve retention.

Methodology

The study is of inductive nature and uses a qualitative method. The execution of the empirical gathering is with interviews in order to provide a deeper understanding of the motivational features influencing turnover intention. The interviewees are employees that recently left an organization operating in the Call center context.

Conclusions

The findings shed some light of the wide range of features influencing turnover intention as well as providing some insight to which one is of particular importance in the specific context. Other findings in the study argues that the different features influencing turnover intention compensate for each other. Which provides some further practical use in the strategical work to improve retention trough motivational aspects. It also provides some suggestion that will aid to decrease turnover intention. 

Place, publisher, year, edition, pages
2017. , 64 p.
Keyword [en]
Retention, job retention, turnover intention, job turnover, employee turnover
National Category
Business Administration
Identifiers
URN: urn:nbn:se:umu:diva-137372OAI: oai:DiVA.org:umu-137372DiVA: diva2:1118528
Educational program
Master's Programme in IT Management
Supervisors
Examiners
Available from: 2017-07-03 Created: 2017-06-30 Last updated: 2017-07-03Bibliographically approved

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf