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 cent...