The retention factors of call centre agents at a financial institution in the Western Cape

Magister Commercii (Industrial Psychology) - MCom(IPS) === The aim of the study was to identify the retention variables highlighted as most important by call centre agents at a financial institution in the Western Cape. In addition, to assess which of the independent variables they place more import...

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Bibliographic Details
Main Author:	Barnes, Nina
Other Authors:	Oliver, Rozario
Language:	en
Published:	University of the Western Cape 2015
Subjects:	Call centres Call centre agents Generational diversity
Online Access:	http://hdl.handle.net/11394/4566

id	ndltd-netd.ac.za-oai-union.ndltd.org-uwc-oai-etd.uwc.ac.za-11394-4566
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spelling	ndltd-netd.ac.za-oai-union.ndltd.org-uwc-oai-etd.uwc.ac.za-11394-45662017-08-02T04:00:55Z The retention factors of call centre agents at a financial institution in the Western Cape Barnes, Nina Oliver, Rozario Heslop, Karl Call centres Call centre agents Generational diversity Magister Commercii (Industrial Psychology) - MCom(IPS) The aim of the study was to identify the retention variables highlighted as most important by call centre agents at a financial institution in the Western Cape. In addition, to assess which of the independent variables they place more importance on; and to determine whether differences exist between the retention variables highlighted as most important by the respective age and gender groups. 2015-10-13T06:51:32Z 2015-10-13T06:51:32Z 2013 Thesis http://hdl.handle.net/11394/4566 en University of the Western Cape University of the Western Cape
collection	NDLTD
language	en
sources	NDLTD
topic	Call centres Call centre agents Generational diversity
spellingShingle	Call centres Call centre agents Generational diversity Barnes, Nina The retention factors of call centre agents at a financial institution in the Western Cape
description	Magister Commercii (Industrial Psychology) - MCom(IPS) === The aim of the study was to identify the retention variables highlighted as most important by call centre agents at a financial institution in the Western Cape. In addition, to assess which of the independent variables they place more importance on; and to determine whether differences exist between the retention variables highlighted as most important by the respective age and gender groups.
author2	Oliver, Rozario
author_facet	Oliver, Rozario Barnes, Nina
author	Barnes, Nina
author_sort	Barnes, Nina
title	The retention factors of call centre agents at a financial institution in the Western Cape
title_short	The retention factors of call centre agents at a financial institution in the Western Cape
title_full	The retention factors of call centre agents at a financial institution in the Western Cape
title_fullStr	The retention factors of call centre agents at a financial institution in the Western Cape
title_full_unstemmed	The retention factors of call centre agents at a financial institution in the Western Cape
title_sort	retention factors of call centre agents at a financial institution in the western cape
publisher	University of the Western Cape
publishDate	2015
url	http://hdl.handle.net/11394/4566
work_keys_str_mv	AT barnesnina theretentionfactorsofcallcentreagentsatafinancialinstitutioninthewesterncape AT barnesnina retentionfactorsofcallcentreagentsatafinancialinstitutioninthewesterncape
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The retention factors of call centre agents at a financial institution in the Western Cape

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