- Title
- Improving employee engagement within a contemporary call centre in the Western Cape
- Creator
- Pillay, Lesharin
- Subject
- Employee motivation -- Research Employees -- Rating of
- Subject
- Employees -- Attitudes
- Date Issued
- 2016
- Date
- 2016
- Type
- Thesis
- Type
- Masters
- Type
- MBA
- Identifier
- http://hdl.handle.net/10948/48025
- Identifier
- vital:40464
- Description
- Call centres can be regarded as one of the most stressful working environments, where a number of challenges are experienced, such as a high staff turnover and a high level of absenteeism. Call centres have evolved over the past decade and will continue to evolve as technology progresses. The call centre industry, has experienced approximately an eight percent growth from 2013 to 2014 in terms of job creation within the Western Cape. The number of jobs increased from 38 000 to 41 000 year on year with a R9 billion contribution being made to the provincial gross domestic product. In investigating the call centre industry in the Western Cape, a core problem was identified which revealed a number of questions. Call centre agents experience low levels of satisfaction, mainly as a result of the repetitiveness and monotonous nature of their work. This leads to the main research problem, namely that of improving employee engagement within a contemporary call centre in the Western Cape. In order to resolve this problem, employee engagement need to be defined as well as various levels of engagement needed to be investigated. Furthermore, an understanding of the key drivers of engagement as well as an understanding on how employee engagement can be improved, is needed. This study aims at providing call centre managers with insight into various engagement factors which could impact on: absenteeism, attrition rates and performance of call centre agents as well as customer experience. In order to address the problem and answer the various questions described above, the researcher conducted a literature review in order to create an understanding of the employee engagement concept as well as identify the various levels of employee engagement and the key drivers of engagement. Based on the literature review conducted, a hypothesis was developed on key drivers that impact the engagement of call centre agents. The key drivers in accordance with the hypothesised model are communication, team support, autonomy, management support, rewards and recognition as well as career development. A further literature review was conducted on how to improve employee engagement based on the key drivers identified. Based on the literature review done a questionnaire has been constructed in order to test the hypothesis. Electronic surveys based on the questionnaire constructed were sent out to a sample of call centre agents. All results from the survey were captured onto excel spreadsheets and various statistical calculations were conducted. The results from empirical study were analysed in conjunction with the literature in order to address the objective of the research. The biographical statistics showed a greater composition of female respondents in comparison to male. The predominant age group was found to be 26-35 years and the predominant period of service towards the organisation was more than 3 years. Descriptive statistics per variable revealed a number of high positive indicators such as regular communication and relationships with managers as well as a sense of belonging in a team. The descriptive statistics also revealed various areas of concern of which the highest frequency of negative responses related to employees feeling like a professional associate and not just a simple worker as well as growth opportunities. All drivers in accordance with the hypothesised model, were positively correlated to employee engagement. The empirical research was conducted on a call centre within the Western Cape and thus it can be concluded that an improvement in the drivers of engagement should lead to improved employee engagement within a contemporary call centre in the Western Cape.
- Format
- xi, 115 leaves
- Format
- Publisher
- Nelson Mandela Metropolitan University
- Publisher
- Faculty of Business and Economic Sciences
- Language
- English
- Rights
- Nelson Mandela Metropolitan University
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