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Exploring the Predictors of Call Cen...

Minor, Vickie Vernell.

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Exploring the Predictors of Call Center Employees' Intent to Stay.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Exploring the Predictors of Call Center Employees' Intent to Stay./
Author:	Minor, Vickie Vernell.
Published:	Ann Arbor : ProQuest Dissertations & Theses, : 2019,
Description:	179 p.
Notes:	Source: Dissertations Abstracts International, Volume: 81-04, Section: A.
Contained By:	Dissertations Abstracts International81-04A.
Subject:	Business education. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=27542397
ISBN:	9781392389775

Exploring the Predictors of Call Center Employees' Intent to Stay.
Minor, Vickie Vernell.

Exploring the Predictors of Call Center Employees' Intent to Stay. - Ann Arbor : ProQuest Dissertations & Theses, 2019 - 179 p.

Source: Dissertations Abstracts International, Volume: 81-04, Section: A.

Thesis (Ed.D.)--Grand Canyon University, 2019.

This item must not be sold to any third party vendors.

The purpose of this quantitative correlational research was to assess the relationships between employee-perceived call center cultural elements (vision, purpose, growth, development, company strategy, communication, community, learning opportunities, leadership relationships, and people strategy), employees' personal characteristics (age, education, and call center experience) and employees' intent to stay in Texas call center organizations. Theories of employees' intent to stay from Trostle, and Ramlall, along with Brown's Great Place to Work (GPTW) model served as the theoretical foundation. The research questions addressed the relationships between employee-perceived call center cultural elements, as described in the Great Place to Work model, employee's personal characteristics, and employee's intent to stay in Texas call center organizations. The researcher collected survey data online, from a convenience sample of 91 customer care agents in Texas, using Denison Organizational Culture Survey. The results of Kendall's tau-b correlation analysis indicated that one cultural element, community, had a statistically significant direct relationship with employees' intent to stay, τb = 0.182, p = .038. In addition, one employees' personal characteristic, education, had a statistically significant inverse relationship with intent to stay, τb = -0.365, p < .001, indicating that as participants' level of education increased, participants' intent to stay decreased. Leadership may use these findings to develop recruitment strategies to improve employee retention.Keywords: call center, cultural elements, call center retention, customer care agent, employee characteristics, employees' intent to stay, Great Place to Work, and organizational culture.

ISBN: 9781392389775Subjects--Topical Terms:

543396
Business education.
Subjects--Index Terms:

call center

Exploring the Predictors of Call Center Employees' Intent to Stay.
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500 $a Advisor: Daling, Sandra K;Landry, Victor.
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520 $a The purpose of this quantitative correlational research was to assess the relationships between employee-perceived call center cultural elements (vision, purpose, growth, development, company strategy, communication, community, learning opportunities, leadership relationships, and people strategy), employees' personal characteristics (age, education, and call center experience) and employees' intent to stay in Texas call center organizations. Theories of employees' intent to stay from Trostle, and Ramlall, along with Brown's Great Place to Work (GPTW) model served as the theoretical foundation. The research questions addressed the relationships between employee-perceived call center cultural elements, as described in the Great Place to Work model, employee's personal characteristics, and employee's intent to stay in Texas call center organizations. The researcher collected survey data online, from a convenience sample of 91 customer care agents in Texas, using Denison Organizational Culture Survey. The results of Kendall's tau-b correlation analysis indicated that one cultural element, community, had a statistically significant direct relationship with employees' intent to stay, τb = 0.182, p = .038. In addition, one employees' personal characteristic, education, had a statistically significant inverse relationship with intent to stay, τb = -0.365, p < .001, indicating that as participants' level of education increased, participants' intent to stay decreased. Leadership may use these findings to develop recruitment strategies to improve employee retention.Keywords: call center, cultural elements, call center retention, customer care agent, employee characteristics, employees' intent to stay, Great Place to Work, and organizational culture.
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