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To investigate whether international reasoning for absenteeism and staff turnover in call centres can be translated into an Irish call centre setting

Dunne, Niall (2014) To investigate whether international reasoning for absenteeism and staff turnover in call centres can be translated into an Irish call centre setting. Masters thesis, Dublin, National College of Ireland.

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Abstract

This investigation is to see whether or not international reasoning for absenteeism and staff turnover can be translated in an Irish setting. There is plenty of research that provides nine common variables for staff turnover and absenteeism. These variables were tested with a survey instrument in an Irish call centre setting. 106 frontline employees responded to the survey. SPSS was used to decipher the information these surveys created. It was found that there was no statistical difference on how males and females answered the survey. It was found that there was a difference in how each age group answered. It was recommended that the company in question set up a Team Leader in training programme to encourage those who want to make a career out of the call centre industry. It was also recommended that team building exercises should be arrange to help build commitment and trust for the employees who do not feel committed to their role or company.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HD Industries. Land use. Labor > Issues of Labour and Work > Staff Turnover
Divisions: School of Business > Masters of Science in Management
Depositing User: Claire Wallnutt
Date Deposited: 21 Nov 2014 15:17
Last Modified: 21 Nov 2014 15:18
URI: http://trap.ncirl.ie/id/eprint/1802

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