Choo, Ling Suan and Ibrahim, Siti Nur Hidayah (2016) Resources, work engagement and turnover intention among call centre agents: A proposed framework. In: Conference on Business Management Research – Discover UUM 2016, 20 December 2016, EDC, Universiti Utara Malaysia, Sintok.

PDF Restricted to Registered users only Download (262kB) | Request a copy

Abstract

Strong customer relationships are key to sustaining business success.Call centres, whether outsourced or in sourced, play an increasingly important role in customer relationship management.They are responsible for building rapport with customers, selling services and providing support. At the centre of any call centre are its call agents, who act as the interface between a company and its customers. It is widely acknowledged that the role of a call centre agent is demanding, which raises the issue of high turnover among call agents.This paper proposes a model that links the mediating role of work engagement between resources and turnover intention. It includes supporting literature for the proposed model in order to contextualize the study.

Item Type:	Conference or Workshop Item (Paper)
Additional Information:	ISBN-978-967-0910-26-0 Organized by: School of Business Management, Universiti Utara Malaysia.
Uncontrolled Keywords:	Turnover intention, Work engagement, Resources, Call centre
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	School of Business Management
Depositing User:	Dr. Choo Ling Suan
Date Deposited:	06 Jun 2017 08:27
Last Modified:	06 Jun 2017 08:27
URI:	https://repo.uum.edu.my/id/eprint/22324

Actions (login required)

View Item