Resources, work engagement and turnover intention among call centre agents: A proposed framework

• Main Authors: Choo, Ling Suan, Ibrahim, Siti Nur Hidayah
• Format: Conference or Workshop Item
• Language: English
• Published: 2016
• Subjects: HD28 Management. Industrial Management
• Online Access: http://repo.uum.edu.my/22324/1/CBMR%20DUUM%202016%201%208.pdf; http://repo.uum.edu.my/22324/

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.