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Factors that contribute to the motivation of Call Centre staff within a financial institution

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dc.contributor.advisor Dr. A. Drotskie en_US
dc.contributor.author Waldeck, Margaux
dc.date.accessioned 2012-10-25T09:36:34Z
dc.date.available 2012-10-25T09:36:34Z
dc.date.issued 2012-10-25
dc.date.submitted 2011-11
dc.identifier.uri http://hdl.handle.net/10210/7909
dc.description M.Comm. (Business Management) en_US
dc.description.abstract The general purpose of this study is to determine the factors that lead to the motivation of Call Centre staff within a financial institution. This research is conducted in an effort to build upon the current knowledge base on the subject of motivation. The research describes the different models of motivation, and how these models can be applied to a new, younger generation of Call Centre agents. The presentation and discussion of the framework allow for a meaningful interpretation of the research conducted. An understanding of how to motivate Call Centre Agents will address the gaps that currently exist in the literature, and provide an educated link between theory and practice. The research conducted in this dissertation is qualitative and consists of in-depth interviews within the Internet banking Call Centre teams within a financial institution. The sample consisted of 40 agents in an Internet Banking Call Centre. The findings revealed that the factors most highly associated with increased levels of motivation were a strong identification with the organisation, the frequency and method of training and communication that took place in the Call Centre, and an organisation‟s ability to grow its employees displaying a strong predictor for increased job satisfaction and turnover intentions. A rejuvenation model is introduced, allowing for the identification of root cause analysis from the customer queries. Agents would make up part of the project teams that would manage the project and make improvements. A continual cycle of problem identification and resolution should lead to an increased learning opportunity for agents, as well as increased benefits for the organisation. These benefits would be realised in terms of increased staff retention due to the increased levels of motivation, improved customer service and an improved, proactive Call Centre, which could be the leader in service delivery. en_US
dc.language.iso en en_US
dc.subject Financial institutions - Employees en_US
dc.subject Employee motivation en_US
dc.subject Call centre agents en_US
dc.title Factors that contribute to the motivation of Call Centre staff within a financial institution en_US
dc.type Mini-Dissertation en_US


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