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Issue 5(1), October 2010 -- Paper Abstracts

Girard  (p. 9-22)

Cooper (p. 23-32)

Kunz-Osborne (p. 33-41)

Coulmas-Law (p.42-46)

Stasio (p. 47-56)

Albert-Valette-Florence (p.57-63)

Zhang-Rauch (p. 64-70)

Alam-Yasin (p. 71-78)

Mattare-Monahan-Shah (p. 79-94)

Nonis-Hudson-Hunt (p. 95-106)

JOURNAL OF MANAGEMENT POLICY AND PRACTICE

Levels of Involvement and Retention of Agents in Call Centres: Improving

Well-Being of Employees for Better Socioeconomic Performance

Author(s): Xavier Pierre, Diane-Gabrielle Tremblay

Citation: Xavier Pierre, Diane-Gabrielle Tremblay, (2011) "Levels of Involvement and Retention of Agents in Call Centres: Improving Well-Being of Employees for Better Socioeconomic Performance" Journal of Management Policy and Practice, Vol. 12, Iss. 5, pp. 53 - 71

Article Type: Research paper

Publisher: North American Business Press

Abstract:

This study analyzes call centres in relation with their socioeconomic performance. The main problem

these organisations have to deal with is the retention of their agents. Management staff underlines the

difficulty they have to retain the agents they have trained. Turnover rate is often over 70%. The agents

don’t wish to stay and don’t feel involved in the organization, which impacts on the quality of services.

The study explores the factors and the ways to improve implication and retention of agents in this type of

organisation.