Employee Attrition is considered as major issues by organizations across the globe as well as specifically in call center jobs. This paper initially highlights the rapid growth in the call centre sectors in Chennai city. It then makes an analysis based on an empirical study. In this study it is...

Purpose and approach: A person's mental model, or 'frame', of a technology influences the way he/she reacts to that technology. Service literature has examined perceptions and reactions of consumers to a technology, but not those of employees. Using an interpretative approach, this study mapped...

Attrition is the biggest pain point in the contact-center industry across nations. Hence, it is important to study how to retain contact center employees. This study aimed to identify the key factors influencing long-term retention among contact center employees in Malaysia. The Delphi method...

This survey examines a range of issues in call centres in South Africa, including employment conditions and practices, training and development, work organisation & job design, monitoring and performance management, customer contact and customer satisfaction, and the impact of unionisation

This study described the level of work engagement and areas of worklife of 294 call center agents in Ortigas, Pasig City, Philippines. It also investigated the relationship between work engagement and areas of worklife when grouped according to gender, age, tenure at present job and course. In...

This paper studies service systems with gatekeepers who diagnose a customer problem and then either refer the customer to an expert or attempt treatment. The probability of successful treatment by a gatekeeper decreases as the problem's complexity increases. We determine the optimal staffing...

Despite the interest over recent years in the fragmentation of organizations and the development of contracting, little attention has been paid to the impact of the associated inter-organizational relationships on the internal organization of employment. Inter-organizational relations have been...

This paper addresses the call center staffing problem. We present a novel prescriptive staffing approach that minimizes the human labor cost and the cost for calls that were abandoned due to excessive waiting times. Our approach is novel in that it determines a prescriptive model based on the...

This study investigates the role of employee engagement in the social exchange theory. The study examines the effects of High performance work practices (HPWPs) on service performance, moderated by employee engagement. Little attention has been given to understand the employee engagement on...