Abstract
Call centres have a tremendous impact on the operation of various sorts of businesses, especially on call centre agents’ capabilities in managing customer demand which can either detract from or increase client pleasure. Unfortunately, the demands of the call centre agent's job have made worker turnover the norm in the sector. Employee turnover is frequently associated with negative consequences and operational burdens for organizations, due mainly to the costs and processes required to facilitate or resolve the discrepancies that it can cause. This study aims to identify the factors that influence job dissatisfaction among Contact Centre agents that can lead to turnover intentions. Hence, this study explored the three factors of employee turnover intentions as supervision, salary, and work conditions among Contact Centre agents in Malaysia. 155 useable questionnaires managed to be collected from the call centre agent in the Klang Valley using convenience sampling. The data were analyzed using Statistical Package Social Science (SPSS) version 26 and the result revealed there is a relationship between working conditions and turnover intention. This study will provide benefits to the organization by highlighting the main issues and proposing precautionary action to minimize the turnover intention among the contact centre agents.
Copyright information
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
About this article
Publication Date
06 May 2024
Article Doi
eBook ISBN
978-1-80296-132-4
Publisher
European Publisher
Volume
133
Print ISBN (optional)
-
Edition Number
1st Edition
Pages
1-1110
Subjects
Marketing, retaining, entrepreneurship, management, digital marketing, social entrepreneurship
Cite this article as:
Abdullahian, N., Mat Ali, S. A., Jailani, S. F. A. K., Yunus, N. M., Abdul Rashid, M. H., & Shobri, N. D. M. (2024). Factors Influencing Job Dissatisfaction and Turnover Intention Among Contact Centre Agents. In A. K. Othman, M. K. B. A. Rahman, S. Noranee, N. A. R. Demong, & A. Mat (Eds.), Industry-Academia Linkages for Business Sustainability, vol 133. European Proceedings of Social and Behavioural Sciences (pp. 812-823). European Publisher. https://doi.org/10.15405/epsbs.2024.05.66