The Motivation of Call Centre Agents
(2013) The Motivation of Call Centre Agents, no. 104.
Purpose The aim of this research study is to analyse the current motivational theories and process' there are implemented to motivate call centre agents. In addition, this study will compare the existing literature to the live working call centre environment and discuss how effective they are and discover what it is that actually motivates call centre agents. Methodology This study adopted a quantitative questionnaire approach. However due to the content of the responses the findings were in fact mixed methods and contained both qualitative and quantitative. 60 questionnaires were distributed to various call centre agents who were various ages and worked both full and part time within the organisation. The questionnaire contained both qualitative and quantitative. Findings The main findings within this research study was that there is a degree of motivation within certain call centre individuals, however approaches such as appraisals and call monitoring are having a negative impact on the behaviour of employees rather than the motivational effect mentioned within the literature. One significant factor was the importance of team working and colleague relationships had on not only motivation but enjoyment about the job itself and working environment. Implications Although 60 questionnaires were distributed, due to the busy call centre environment it was difficult for call centre agents to take the time and be available to complete the questionnaire so only 40 were returned completed. However those that were returned were of a high quality and were very reliable responses.