Improving job retention in the Call center context : Exploring important factors that induce employee’s turnover intentions and how to decrease it

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 suc...

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Main Author: Davidsson, Joakim
Format: Others
Language:English
Published: Umeå universitet, Företagsekonomi 2017
Subjects:
Online Access:http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-137372
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spelling ndltd-UPSALLA1-oai-DiVA.org-umu-1373722017-07-04T05:37:33ZImproving job retention in the Call center context : Exploring important factors that induce employee’s turnover intentions and how to decrease itengDavidsson, JoakimUmeå universitet, Företagsekonomi2017Retentionjob retentionturnover intentionjob turnoveremployee turnoverBusiness AdministrationFöretagsekonomiBackground 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.  Student thesisinfo:eu-repo/semantics/bachelorThesistexthttp://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-137372application/pdfinfo:eu-repo/semantics/openAccess
collection NDLTD
language English
format Others
sources NDLTD
topic Retention
job retention
turnover intention
job turnover
employee turnover
Business Administration
Företagsekonomi
spellingShingle Retention
job retention
turnover intention
job turnover
employee turnover
Business Administration
Företagsekonomi
Davidsson, Joakim
Improving job retention in the Call center context : Exploring important factors that induce employee’s turnover intentions and how to decrease it
description 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. 
author Davidsson, Joakim
author_facet Davidsson, Joakim
author_sort Davidsson, Joakim
title Improving job retention in the Call center context : Exploring important factors that induce employee’s turnover intentions and how to decrease it
title_short Improving job retention in the Call center context : Exploring important factors that induce employee’s turnover intentions and how to decrease it
title_full Improving job retention in the Call center context : Exploring important factors that induce employee’s turnover intentions and how to decrease it
title_fullStr Improving job retention in the Call center context : Exploring important factors that induce employee’s turnover intentions and how to decrease it
title_full_unstemmed Improving job retention in the Call center context : Exploring important factors that induce employee’s turnover intentions and how to decrease it
title_sort improving job retention in the call center context : exploring important factors that induce employee’s turnover intentions and how to decrease it
publisher Umeå universitet, Företagsekonomi
publishDate 2017
url http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-137372
work_keys_str_mv AT davidssonjoakim improvingjobretentioninthecallcentercontextexploringimportantfactorsthatinduceemployeesturnoverintentionsandhowtodecreaseit
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