Management practices that support retention in South African inbound call centres
The turnover of call centre agents in South Africa is higher than in most other industries. The costs incurred to retain agents versus the replacement costs of an agent are massive. This research focused on inbound call centre agents and the perception of five management practises which were compare...
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University of Pretoria
2013
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| Online Access: | http://hdl.handle.net/2263/23865 Forgiarini, I 2009, Management practices that support retention in South African inbound call centres, MBA dissertation, University of Pretoria, Pretoria, viewed yymmdd < http://hdl.handle.net/2263/23865 > http://upetd.up.ac.za/thesis/available/etd-04082010-112313/ |
Internet
http://hdl.handle.net/2263/23865Forgiarini, I 2009, Management practices that support retention in South African inbound call centres, MBA dissertation, University of Pretoria, Pretoria, viewed yymmdd < http://hdl.handle.net/2263/23865 >
http://upetd.up.ac.za/thesis/available/etd-04082010-112313/