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The retention factors of call centre agents at a financial institution in the Western Cape

Magister Commercii (Industrial Psychology) - MCom(IPS) / The aim of the study was to identify the retention variables highlighted as most important by call centre agents at a financial institution in the Western Cape. In addition, to assess which of the independent variables they place more importance on; and to determine whether differences exist between the retention variables highlighted as most important by the respective age and gender groups.

Identiferoai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:uwc/oai:etd.uwc.ac.za:11394/4566
Date January 2013
CreatorsBarnes, Nina
ContributorsOliver, Rozario, Heslop, Karl
PublisherUniversity of the Western Cape
Source SetsSouth African National ETD Portal
LanguageEnglish
Detected LanguageEnglish
TypeThesis
RightsUniversity of the Western Cape

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