StudentShare
Contact Us
Sign In / Sign Up for FREE
Search
Go to advanced search...

Employee motivation among call centre agents - Literature review Example

Cite this document
Summary
Employee motivation is a key element that affects employee satisfaction. The importance of understanding motivation in the current global context is essential. In this regard, the research deals with employee motivation among call centre agents and to be more specific, it will centre on motivation among call centre agents of Mobily…
Download full paper File format: .doc, available for editing
GRAB THE BEST PAPER91.4% of users find it useful
Employee motivation among call centre agents
Read Text Preview

Extract of sample "Employee motivation among call centre agents"

Download file to see previous pages

I would also like to thank _____________ for guiding my research for the past several months and helping me develop my background in human resource management, and organisation. Special thanks goes to ________, who was willing to participate in my final defense committee. I would also like to thank my parents, two elder sisters, and elder brother. They were always supporting me and encouraging me with their best wishes. Finally, I would like to thank my wife, ______. She was always there cheering me up and stood by me through the good times and bad.

Contents 1.1. Introduction 2 1.2. Background of the Study 3 1.3. Research aims and objectives 5 1.4. Research Question 5 1.5. Significance of the Study and underlying assumptions 5 1.6. Structure of the Research 7 1.7. Conclusion 8 Chapter 2 Motivation Theories 9 2.1. Motivation Theory: a historical perspective 10 2.1.2. The Modern Period 11 2.1.3. The Present-day Scenario 13 2.2. The Theories 18 2.2.1. Maslow’s Needs Hierarchy Theory 20 2.2.2. Vroom’s Expectancy Theory 23 2.2.3. Motivation-Hygiene Theory 24 2.3. The Conceptual Analysis 27 2.4. Conclusion 30 3.1. Introduction 31 3.2. Saudi Arabia: Profile 32 3.3. The Telecommunications Industry of Saudi Arabia 33 3.4. Human Resource in Saudi Arabia 36 3.

4 Etihad Etisalat (Mobily) 39 3.4.1. HR and Mobily 41 4.1. Introduction 1 4.2. Research Approach 1 4.3.Research Design 3 4.4. Data Collection 3 4.5. Validity and Reliability 6 5.1. Introduction 7 5.2. Findings and Discussions 8 5.3. Description of findings 9 5.3.1. Deficiency Needs 9 A. Compensation and Benefits 9 B. Security 11 C. Safety 12 D. Social Needs 13 5.3.2. Growth Needs 16 A. Esteem 16 5.4. Conclusion 24 6.1. Summary 26 6.2. Conclusion 27 6.3. Recommendations 28 6.4. Limitations and Future.

Human resource capital is one of the primary assets of organizations. Although employees have been considered as indispensable in the organisation, the contemporary period has provided frameworks wherein the role of employees in attaining the goals of the organisation becomes a vital factor for the success of the organisation. Globalisation, recognition of the notion that organisation has an obligation in satisfying the interests of all identified stakeholders such as shareholders, employees, suppliers, costumers, community and other entities that may have a relationship with the firm.

Likewise, there is a perceptible shift in the consciousness of the people and rapid developments in computer and information technology have contributed to the changed in perception regarding the central importance of employees in organisations. As a result, the current condition and state of employees today can be claimed to be the result of the long history of the difference between employees and employers and the current factors that are influencing human interactions. In this regard, scholars have continually articulated the inherent importance of motivating employees to improve their effectiveness, job performance and productivity.

...Download file to see next pages Read More
Cite this document
  • APA
  • MLA
  • CHICAGO
(“Employee motivation among call centre agents Literature review”, n.d.)
Retrieved de https://studentshare.org/management/1391037-employee-motivation-among-call-centre-agents
(Employee Motivation Among Call Centre Agents Literature Review)
https://studentshare.org/management/1391037-employee-motivation-among-call-centre-agents.
“Employee Motivation Among Call Centre Agents Literature Review”, n.d. https://studentshare.org/management/1391037-employee-motivation-among-call-centre-agents.
  • Cited: 0 times

CHECK THESE SAMPLES OF Employee motivation among call centre agents

Change Management Strategies for coping with Customer Contact Centre dynamics in CLP

Change Management Strategies for coping with Customer Contact centre dynamics in CLP.... Abstract This research aims to develop change management strategies for coping with customer contact centre at CLP, Hong Kong.... The research uses literature review to establish how job satisfaction impacts on performance, productivity and retention and hence places the problem at CLP as that of low job satisfaction resulting from the restructuring of the organization....
78 Pages (19500 words) Dissertation

The Effects of Work-Related Stress and Working in a Call Centre

The effects of work related stress and working in a call centre, stressful or not?... million working days were lost to stress in 2004-2005, while the CIPD annual absence management survey for both 2005 and 2006 revealed that stress was one of the primary reasons for long term absence for non manual employee (CIPD, 2010).... The cost of litigation, should an employee decide to sue is substantial.... John Walker, a social worker at Northumberland Country Council, was the first British employee to prove that working conditions caused his stress related breakdown....
39 Pages (9750 words) Dissertation

Case study 'THE CALL CENTRE AT TENGO LTD'

THE call centre AT TENGO LTD INTRODUCTION Tengo Ltd is a notebook manufacturer.... ) a call centre is defined as a special unit which is providing different customer services based on the telephone.... Overall, call centre job has low intrinsic value (Sako, 2006).... call centre jobs are classified into two groups of ‘quality oriented and ‘quantity oriented.... To facilitate customers, Tengo has customer center that provide various services to its customers such contact centre for spare parts, accessories and for extended product warranties etc....
9 Pages (2250 words) Essay

Strategy and HR of Unibank

Case Study – Unibank Class University Date The case of Unibank decision's to enter the telephone banking sector by switching a significant proportion of its general account management and enquiry activity to a dedicated call centre, named UniCall that resulted in the closure of many smaller, unprofitable branches and the consequent need for redundancies is a normal business phenomenon where business organizations have to transform its structure to adapt to the new realities of the industry....
6 Pages (1500 words) Essay

Employee Retention in the United Kingdom

Commitment is usually stronger among longer-term employees, those who have experienced personal success in the company and those working within a committed employee group.... Successive surveys of labour turnover show that the highest levels are found in retailing, hotels, catering leisure, and among other lower paid private sector services groups.... hellip; Herzberg's motivation-Hygiene (MH) Theory and other current literature on employee retention were used as a basis to investigate the high turnover rate of sales consultants at a group of security companies....
14 Pages (3500 words) Case Study

Performance Measurement and Management

A call center is an operation where employees or agents use computers and specially designed phones to receive calls, do outbound calls on some occasions.... The computers that the agents used are specially develop to verify customer data, gather information, and store gathered data (Taylor and Bain 1999).... The system automatically place callers on queue while the agents are busy assisting other customers.... The ACD system provides statistics like how many possible calls are to come in for a specific time (this statistic helps the managers control the number of agents that needs to be on the phone on a particular time), the system also presents the number of agents on call and the number of agents waiting for calls to come in....
19 Pages (4750 words) Essay

REWARD SYSTEM- CASE STUDY

It was founded in 1990 and operates call centre services around the clock, seven days a week. 1.... At present, there is no agreed, specific definition of a call centre.... The University of Sheffield, commissioned to create a study of the industry for the Health and Safety Executive (HSE), formulated a working definition of a “call centre” as “a work environment in which the main business is conducted via a telephone whilst simultaneously using display screen equipment (DSE)....
12 Pages (3000 words) Essay

Bodies in Society: Bio-power

hellip; Previous studies of the call center industry have focused on optimal staffing levels, call center efficiency, technical expertise of employees, job satisfaction, and the human This study contributes to the body of scholarly knowledge by providing new findings that specifically outline the key operational determinants of successful call centres from the viewpoint of customers and call centre employees.... The research question is: What are the key determinants of successful call centre operations which are outsourced to INDIA and what are the more effective ways of managing call centres?...
5 Pages (1250 words) Essay
sponsored ads
We use cookies to create the best experience for you. Keep on browsing if you are OK with that, or find out how to manage cookies.
Contact Us