EVALUATING PUBLISHED RESEARCH PROBLEMS

Evaluating Published Research Problems



Evaluating Published Research Problems

Introduction

The paper discusses two researches based on call centre attrition, its causes and solutions. It highlights qualitative and quantitative approaches taken to conduct the researches and the quality of problem definition in identifying the findings of the study.

Franklin Diane, (2002) Calling for change, Credit Union Management (Business Source Complete), Vol. 25 Issue 6.

The Research Problem

The study was conducted on the attrition rate of call centers. The researchers aimed to analyze the reasons for the consistent high attrition rates in call centers when Co branding new agents. The research highlighted the issues with respect to the attrition in terms of qualitative research methodology (Franklin, 2002).

The Basis of the Problem

The research very well established the description of the problems and evaluated the key areas which are responsible for the attrition. It also addressed the pros and cons of the solutions relevant to the problems. The researchers based the problem that the call centre often come across involving the agents who are not properly trained which adds up to the higher attrition rate. The research has been successful in identifying the external factors that causes attrition. The agent's job expectations are not high, the interview process may not be appropriate, or the perspective agents' competencies are not well matched with a particular job. Another problem that the research highlights is that the successful vendors are usually not supportive when it comes to the issues (Cleveland, 2004). The success and high profits lure them into a fake sense of security. Much of the responsibility goes to the sales and support department to cope with the problems. Even through the attrition in the call centers may seem like a big problem but many critics according to the research believe it is temporary. Continued competition will force the vendors to simplify and improve the service chain and provide better modes of serves. Throughout the industry it is hard to see how the emphasis on the customer experience can be dominant (Franklin, 2002).

Clarity and Completeness of the Problem

The later part of the research further elaborates the problem in terms of the factors that may cause attrition. According to the research, attrition is high up to 50 percent or even more depending on the circumstances. It is true that if one cannot find the right person to fill a job and people consistently leave the job; the issue is in the job, and not in people (Cleveland, 2004). Secondly the research defines another issue about the products and new technology which moderately contributes to call centre attrition. It is possible that the new product or technology is difficult to understand and employees are ambiguous about the use of the new technology (Hillmer, 2005). The research problem assist in explaining the attrition rate in call centers and devise the strategies to avoid it. The call centre requires managing the agent's jobs and bringing improvements in the product and services keeping in view the human resource ability to cope with ...