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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University of the Western Cape
2015
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Online Access: | http://hdl.handle.net/11394/4566 |
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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 |
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language |
en |
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Call centres Call centre agents Generational diversity |
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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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1718511006348476416 |