Review Of Related Literature Employee Retention

Review Of Related Literature Employee Retention-70
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Issues affecting employee retention include job satisfaction, organisational commitment, emotional labour, person–organisation fit, sense of coherence, perceived organisational support and leader–member relationship (Das et al., 2013; Goodwin, Groth & Frenkel, 2011; Harry & Coetzee, 2013; Joāo & Coetzee, 2012; Mcculloch & Turban, 2007; Wang, Wang, Xu & Ji, 2014).

There are several factors that affect employee retention, which include compensation, career opportunities, material working conditions and training and development (Pierre & Tremblay, 2011).

Call centre organisations are characterised by high technology-based work, high work pressure and work overload, which lead to stress and burnout, absenteeism and performance problems (Simons & Buitendach, 2013).

This results in employees seeking alternative employment.Furthermore, it was predicted that by 2015 approximately 100 000 new jobs would be created in South Africa.A call centre is defined as an interactive work environment, whereby call centre agents are the main mediators of business by means of computer-based and telephone-based technologies (Pierre & Tremblay, 2011).Therefore, call centres need to find ways of retaining their staff.Management within the call centres is seen to have power, which is closely linked with that of Taylorism (Taylor & Bain, 1999).To learn more or modify/prevent the use of cookies, see our Cookie Policy and Privacy Policy.This is an Open Access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.Consequently, ineffective management skills will result in agents becoming frustrated and hence leaving their organisation (Tse, Huang & Lam, 2013). A challenge that exists in most call centre organisations is the extreme employee turnover rates (Van Rensburg, Boonzaier & Boonzaier, 2013).According to Pierre and Tremblay (2011), turnover rates of call centres were 70% and increased by 30% from 2008 to 2011.The computer-based and telephone-based technologies enable the fast and efficient distribution of incoming calls and/or allocation of outgoing calls to available staff, and allow for interaction between customer and call centre agent to occur simultaneously with the use of display screen equipment and the instant access to, and inputting of information.The levels of complexity in call centre jobs vary and they comprise unskilled call centre agents and/or highly skilled agents (Jacobs & Roodt, 2011; Pierre & Tremblay, 2011).


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