Factors Influencing Job Dissatisfaction and Turnover Intention Among Contact Centre Agents

Nasra Abdullahian ,
Syukrina Alini Mat Ali ,
Sri Fatiany Abdul Kader Jailani ,
Noor’ain Mohamad Yunus ,
Muhammad Hafiz Abdul Rashid ,
Nor Diyana Mohammed Shobri

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.

The article is not prepared yet for the html view. Check back soon.

Copyright information

About this article

Publication Date

06 May 2024

Article Doi

https://doi.org/10.15405/epsbs.2024.05.66

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

Copy citation text