RHB bank customer care centre telemarketing unit, Kuching: case study on effectiveness and employee satisfaction/Daphne Deborah Thomas … [et al.]

• Main Authors: Thomas, Daphne Deborah, Gomez, Priscilla Batai
• Format: Research Reports
• Language: English
• Published: 2010
• Subjects: H Social Sciences (General); Consumer satisfaction; Customer services. Customer relations; HG Finance; Banking
• Online Access: https://ir.uitm.edu.my/id/eprint/57565/1/57565.pdf; https://ir.uitm.edu.my/id/eprint/57565/

This study was designed to establish and improve the effectiveness and employee satisfaction in telemarketing unit for RHB Bank Customer Care Centre, Kuching. The objectives of this study included the following: 1) To identify the extend of employer and employees relationship, 2) To identify training relevancy and 3) To increase telemarketers performance between employee motivation and employee satisfaction. Our investigations shown that RHB Bank Customer Care Centre Kuching need to improve on the areas mention such as employer-employee relationship, training, motivation and also job dissatisfaction amongst its employees.