Employee turnover and job satisfaction in a call center environment: The case study of TTCL call center, Dar es salaam

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Date
2010
Journal Title
Journal ISSN
Volume Title
Publisher
University of Dar es Salaam
Abstract
This study sought to examine the factors influencing employee turnover and job satisfaction; in call centers by case study. The study investigated the factor that accounts for employee attitude on staying or quitting work organizations and the effects of job design on employee retention in Call centers. To achieve this objective, the study employed both primary and secondary data. Primary data was collected using observation and survey of which questionnaires was distributed to fifty employees. Secondary data was collected from various sources such as annual reports, office files and strategic plan of the organization. Content analysis was applied in analyzing data with the assistance of the SPSS Software package. The results salarwed that low wages, lack of recognition, poor working environment, poor access to training and career development opportunities were the factors that contribute to employee turnover. In order to retain employees the study suggests that organization should have to focus on workplace flexibility to stay competitive, and to provide satisfactory salary. Satisfactory salary is a motivational factor since it makes employee to cope with the hardship of life and thus makes them be stable in their work. The other recommendation was that organizations should put emphasis on rewards and recognition as a critical aspect in achieving organizational goals. Management has to develop effective training and career development strategies as this can turnover
Description
Available in print form, East Africana Collection, Dr.Wilbert Chagula Library, (THS EAF HF5549.5.T8M864)
Keywords
Employee turnover, Job satisfaction, TTCL call center, Dar es Salaam
Citation
Mwita, S (2010) Employee turnover and job satisfaction in a call center environment: The case study of TTCL call center, Dar es salaam, Masters dissertation, University of Dar es Salaam, Dar es Salaam.