HUMAN RESOURCE MANAGEMENT

Factors Affecting Employee Retention at an

Automotive Call Centre

Table of Contents

CHAPTER 1: INTRODUCTION2

Background of the Study3

Problem Statement7

Aims and Objectives8

Significance of the Study8

Research Questions9

CHAPTER 2: LITERATURE REVIEW11

Retention Management11

Turnover12

Organizational Commitment13

CHAPTER 3: METHODOLOGY19

Research Design19

Data Collection Method19

Keywords20

REFERENCES21

Chapter 1: Introduction

Background of the Study

Many scholars and managers accept as factual that the structure of the finances and the environment of affray have basically altered since the 1980s. These alterations, numerous furthermore accept as factual, have directed to flattened organizational hierarchies and decreased job security. And as an outcome, so the considering proceeds, workers face spectacularly decreased possibilities for up mobility. In short, accepted wisdom in numerous situations is that customary vocation ladders have mostly disappeared, with little wish of a come back to the interior work markets of the past. That said, an alternate viewpoint furthermore lives, one proposing that alterations in job organisations inside companies are neither unidirectional neither permanent.

Instead, job structures—and the possibilities they present to employees—evolve as companies seek for the right balance between cost effectiveness and upkeep of merchandise quality. Moreover, financial alterations have developed new kinds of jobs. One demonstration of a new kind of paid work is the work presented by clientele service representatives in automotive call centres. According to some approximates, automotive call hubs account for up to 5% of total employment. Consequently, automotive call hubs supply a befitting setting to enquire the span to which the customary vocation has been inexorably going away under the claims of the new economy. And in their latest study, Philip Moss of the University of Massachusetts at Lowell, Harold Salzman of the Urban Institute, and Chris Tilly of the University of Massachusetts at Lowell did just that (Bozionelos, 2008).

In a nutshell, Moss and his colleagues undertook a comprehensive case study evaluation of automotive call hubs in the U.S. economic and retail commerce over a seven-year period. As part of their effort, they mindfully reconstructed the alterations in job organisations that had developed inside these automotive call hubs since they appeared in the early 1980s. Their outcome was rather interesting. Moss and his colleagues discovered that automotive call hubs normally begun their procedures with flat hierarchies to accomplish cost minimization—one of the key concepts going by car the automotive call centre concept. Firms primarily considered that flat hierarchies would assist them rendezvous their goals. But as it turned out, flat organisations clashed with the require to supply high-quality clientele service—something that needed an inspired, trusted, and highly accomplished workforce. (Moss et al., cited in Bozionelos, 2008)

As a outcome, job organisations in numerous automotive call hubs have altered over the years. Among the alterations discerned encompass more layered hierarchies as well as intensified ability and requirement obligations for employees. In essence, these alterations were mostly propelled by claims for value clientele service. For example, supplementing supervisory levels, along with acknowledgement and pays, supplied vocation development possibilities to treasured workers and decreased turnover. In some situations, automotive call hubs increase two-fold the levels of their worker hierarchies in just a couple of ...