Factors Affecting Call Centre Employees Motivation

Factors Affecting Call Centre Employees Motivation Many people are currently working in call centres and much more are expected to work in them in the near future. Motivation of these call centre employees is of utmost importance so as to refrain them from leaving their work. Purpose: The purpose of this dissertation is to dredge out the factors that affect the motivation of the employees working in call centres and to contribute to research in the area of motivation among call centre employees. Method: The method that will be used is through questionnaires, where employees will be able to complete a set of questions which will specifically address the subject of Motivation amongst the workers. Benefits of the study: This study will be of great benefit as it responds to the call for more investigation into the factors that de-motivate call centre workers to perform. It will further be of importance to call centre managers who, through considering this study will be able to rethink their approaches to productivity, particularly on how they could better motivate their staff to achieve higher output. INTRODUCTION Almost all consumers have had experience with call centres (Anton, 2000; Dean, 2002). Why are they essential? Call centres are strategically important to many organisations because they are often the major customer interface, and they can provide a service-based competitive edge using high volume, low cost delivery via telephones (Callaghan and Thompson, 2001). Call centres are a growing part of the service industry in many countries and a substantial amount of call centre jobs have been created in this sector in recent years (Baumgartner, Good, Udris, 2002; Holman, 2003; Moltzen Van Dick, 2002; Wegge, Van Dick, Fisher, West, Dawson, 2006). Researchers already recognised that service work, that is, work in call centres was stressful according to a study carried out by Donovan in 1920. The conflicting demands for both quality and quantity, and the emotional nature of customer interactions all contribute to the strain that call centre workers experience (Varca, 2006). Moreover, scho lars have shown that call centre workers are under great pressure to meet their productivity goals at the same time as delivering quality customer service (Deery et al., 2002; Kinnie et al., 2000; Singh, 2000). As a result, call centre work carries with it high levels of employee stress. Consequently, the call centre employees need to be constantly motivated so as they demonstrate keenness and enthusiasm for their work. Motivation is simply the process of arousing and sustaining goal-directed behavior (Nelson Quick, 1997). One of the managers primary tasks is to motivate people in the organization to perform at high levels (Moorhead Griffin, 1992). The Hawthorne Studies conducted by Elton Mayo from 1927 to 1932 showed that views of how managers behave were a vital aspect of motivation and improved performance. This study brought to light the fact that peoples psychological and social needs have to be taken into account to make them feel important and thus motivate them to work. In addition, the work of Maslow in 1943 provided a major impetus to employee motivation since he put forward a theoretical framework of individual personality development and motivation based on a hierarchy of human needs. Likewise, Herzberg and McGregor also developed theories of motivation . Herzberg was of view that to motivate workers to give their best, proper attention must be given to a different set of factors, the motivation or growth factors. Additionally, McGregor argued that the style of management adopted is a function of the managers attitudes towards human nature and behaviour at work. He put forward two suppositions called Theory X and Theory Y which are based on popular assumptions about work and people. The ingredients of motivation lie within the employees themselves. So, managers should have the knack to motivate their de-motivated employees since, as mentioned above, employees at call centres face a lot of ordeals. Moreover, organizations are made of their individual members. The individual is a central feature in any workplace whether acting isolation or in a group, in response to the expectations of the organization. Where the needs of the individual and the demands of the organisation are incompatible, it can result in frustration and conflict. So, managers have as main aim to keep the motivation of their employees at a high level so as to achieve desired results and performance. PROBLEM STATEMENT Call centres are facing a major problem these days, namely absenteeism which can have a large impact service quality. Due to this problem, there is fewer staff to handle customer interactions, wait queues tend to swell and call centre employees are under high work pressure. This tends to impact directly on their morale and similar behaviour may be fostered in those left to carry the can. Call centre work is very monotonous due to highly repetitive nature of the job. Thus, call centres run the risk of the employees easily losing enthusiasm and becoming demoralised. Moreover, call centres provide limited career opportunities and they risk losing their best people if they cannot provide adequate career prospects. Talented employees lose interest in their work; they become de-motivated and stop working towards the high standards they set up before. Additionally, call centre employees have to work in night shifts which pose a problem to them. Employees, mainly the female staff fear workin g at night for security reasons. Social life is almost inexistent for them, since they work all the time. They also face problems such as inconvenient postures due to computer work and high noise level. It can thus be deduced that the work of these persons is not so simple and very demanding. AIMS AND OBJECTIVES This study has as aims to determine the factors which affect the motivation of call centre employees. Its objectives are to acknowledge the problems faced by call centre staff so that the managers of call centres take necessary incentives to motivate their staff. This will help create a better working environment in which each employee will thrive. Besides, this study will benefit to the learning population who may be doing research on this particular topic. METHODOLOGY There are two types of data that can be collected, namely primary data or secondary data. Secondary data is data which exists already and which has been produced by some other person. It is known as secondary research because the person using it is the secondary user of the data. Primary data, on the other hand, refers to the process of generating and collecting original data from the intended operation for an organisation. It is the organisation which determines precisely and accurately what information is needed and from whom it is needed. It then sets about acquiring the data. Primary data sources are obtained by using one or more of the following techniques such as observation, surveys, experiments and questionnaires. To proceed with the study, primary data will be used, namely questionnaires. A questionnaire is a tool used by to deliver questions to respondents and then noting down their answers. Three types of information can be collected while using questionnaires. Fact: data such as demographic information, age, gender and so on. Opinion: beliefs, attitudes, feelings and knowledge. Motive: knowing peoples reasons for a particular belief or action. Questionnaires will be used since they will help to compare results as all the employees of call centres will be asked the same set of questions logically related to the problem under study, that is, factors affecting motivation. Thus, their responses can be added meaningfully. At around 150 questionnaires will be distributed to the employees. Firstly, the method of sampling used will be convenience sampling. Convenience sampling will enable me to give the questionnaires to any person whom I know, who will in turn give them to other colleagues to be filled in. Cluster sampling will also help me distribute the questionnaires. This consists of drawing up a list of clusters that together comprise the whole population and then selecting a sample of clusters (by using simple random sampling). The call centre employee population is conveniently divided into groups. For example, there are employees doing morning shifts and those doing night shifts. So, questionnaires will be given to these two groups accordingly. BENEFITS OF THE RESEARCH There are several benefits of the research. Firstly, this research may be used as a tool for managers to motivate their staff. Managers, as well as employers, will get a glimpse of the factors affecting the performance of the employees and through this; they will be able to implement several measures to encourage them to work. For example, it could be found that employees value getting access to training and development programs (Shah and Bandi, 2003). Having access to vocational training is perceived as a real job enrichment and benefit, so the organisation would highly benefit from it. Furthermore, through this study, the employment rate could increase. Since managers would be aware of how to attract and motivate their staff, more and more persons would be eager to join the call centre industry. As a result, the rate of unemployment will decrease, hence benefiting to the Government and the society as well. Amongst these target audiences, that is the managers and the Government, the re is also the learning population which will get benefit from it. Students may use this study as a means to acquire more knowledge on call centre industry or even use the data to carry on with their projects. WEEK 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 ACTIVITIES ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   Research Proposal ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   Introduction ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   Collecting research articles ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   Meet employees ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   Literature review ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   Define research objectives ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   Design questionnaire ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   Write research design ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   Conduct the survey ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   Analyse data ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   Write recommendation ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   Write abstract ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   Write conclusion and reference ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   Finalise and submit dissertation ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   ÂÂ   GANTT CHART The Gantt chart (time plan) shows the number of weeks taken to complete the dissertation. This research is extended on duration of 15 weeks. BUDGET ANALYSIS LIST OF EXPENDITURES ESTIMATED COST/Rs ÂÂ  Stationery ÂÂ  200 Printing of questionnaires 500 Transport 1000 Internet 800 Telephone bills 500 Other unexpected expenses 2000 ÂÂ   ÂÂ   TOTAL 5000 While conducting the research, several direct and indirect costs need to be taken into account. Expenses such as printing and photocopying of questionnaires and transport need to be catered for. Moreover, a budget is also being allowed for unexpected expenses which may crop up in the course of the research.

Eating Fast Food Essay

The life style in these days has been change regarding the way that people eat. In this modern time, eating fast food becomes a daily habit that people really enjoy to eat. McDonald’s, Burger king, Pizza Hut and Kentucky Fried Chicken (KFC) are just examples of the most well-known fast food restaurants in the whole wide world. There are many advantageous and disadvantageous of fast food. The advantages of fast food is time saving. As some busy customers arrive home from after work or study, they would not want to wait for a large amount of time to get their hands on some food. Fast food restaurants are located nearly everywhere, providing customers with simple meals without the need to spend time travelling far distances just to purchase food. This also means the customer does not have to spend a large amount of time inside and outside the kitchen gathering ingredients and trying preparing for a single meal, meaning time required for kitchen cleaning is also not required. Additionally, fast food are always prepared at fast speed, meaning the customer does not need to wait for a long time for their order. It is also cheaper to buy combos at fast food branches than to buy a set meal from normal restaurants. However, this can easily lead to customer eating excessive fast food. Next, the disadvantages of fast food it is health concern. Fast food are generally fatty food made with excessive oil and additives such as salt and sugar, meaning a large amount of calorie is present. When customers consumed too much fast food they might become obese and develop diseases such as diabetes, high blood pressure, strokes, and heart related symptoms due to high cholesterol from excessive fat. Customers may also consume excessive fast food because it is cheap to buy in large quantity. Research has been done proving it is more likely for people living near fast food branches to become obese. see more:topic on junk food Many young people today suffer from obesity because of eating too much fast food. Breakfast on fries, burger and nuggets all meant a greater risk of  obesity and it can increase the chance of obesity by 50%. Most young people eat fast food as their breakfast and daily meals. This increases obesity risk because of fast food. The process of preparing the fast food using fat deep frying makes the food becomes oily. KFC and McDonald fast food restaurants also use the cycle oil because they want oil steel the high temperature cooking need to fast frying. Furthermore, cooking oil contains cholesterol fats which are bad for your heart because these substances can clog your arteries. In addition, the fast food ingredients have low nutrient values such as low quality carbohydrates and high level of saturated fat. When some people have obesity, they always fast tired, lazy to do any work and the antibodies are low. Fast food and obesity is related with each other because fast food has high c alorie density such as hamburger and cheese. Other than that, eating a lot of fast food can also cause diabetes. Diabetes is a major public health problem in Malaysia. Some people get diabetes because they eat more food which contains a lot of sugar especially desert such as ice-cream which it can get in a set of serve such as McDonald. This food has high sugar level and can cause increased glucose in blood from normal. Subsequently, they always drink Coke and Pepsi which is could be the cause of diabetes. It because in the drink there is a lot of sugar. Eating a lot of food that contains high carbohydrates such as bun and rice can cause diabetes. The high carbohydrates content in bun and rice may cause our bodies inability to produce the amount of insulin needed to deal with the level of sugar produced after a meal. It may lead to increased sugar level and block arteries. All in all, choosing fast food for our meals regularly is not a smart choice as all the effect can makes suffer. We need to practice healthier diet by avoiding fast food and eating more home cooked meals. Fast food is more harmful than healthy, but if we eat it not very often, it will not damage our health. So, we should be more careful in choosing the right type of food. You can take time to practice healthy lifestyle, make choices for healthy eating that do not have to include avoiding fast food all of the time.

Macbeth: Illusion vs. Reality

Kendall Dawson 1/23/12 Macbeth- Illusion v Reality Thesis: In Shakespeare Macbeth the theme illusion v Reality was an important theme that was displayed throughout the play. The Illusions are what influenced the characters reality. When the illusions were displayed they were interpreted in reality and majority of the time sparked a negative outcome. â€Å"Foul is Fair, Fair is Soul (Act 1. p. 7)† is repeatedly quoted throughout the play. The Interpretation of this quote relates in depth to what seems right in this story actually is not, pertaining to the misleading illusions throughout the essay that caused him to kill people and to be haunted by his sins endlessly. Evidence/Supporting Sentence Witches prophecies were illusions because in reality some were misleading to Macbeth causing him further trouble throughout the play. Their appearance as well is an illusion. â€Å"You appear to have beards, but you also look like women (Act 1). Macbeth should have realized that if he could not believe if their external appearance he should have not trusted in their prophecies. â€Å"It is an accustomed action with her to seem thus washing her hands. I have known her to continue in this a quarter of an hour (Act 5. sc. 1). † Lady Macbeth believes her hands are stained of the blood of those she has slain and she is haunted by it so she continues to wash them even though there is not any blood. False face must hide what the false heart doth know (Act 4). † Macbeth had given this advice to Lady Macbeth who has begun to be haunted by the slaying. He wanted her to mask her discern, as well as black out the haunting nightmares and keep a happy face to the public. At the end of the play Lady Macbeth became very regretful and concerns her for life. She admitted to the crimes her and her husband committed as well as knew she was going to be slain in return.

Demonstrative Communication Paper - 889 Words

Demonstrative Communication Paper By: MaryLouise Maddox BCOM 275/ Robert J. Mascarenas University of Phoenix Demonstrative communication consists of accepting and sending messages that can be silent; this can help give attention for the start of verbal communication even though a non verbal communication can transmit the message all by itself. An example of this would be facial expressions, which can be used to express most non verbal communications. According to Nayab body language along with facial expressions represent 55% of all communication. With demonstrative communication it can highlight the verbal communication for instance appropriately dressed, a nice firm handshake and conducting oneself in a professional manner while†¦show more content†¦That is why body language and facial expressions can be very important when it comes to demonstrative communication. An example of body language that can be misunderstood would be when two people are talking and one person has their arms folded across their chest. This can be perceived as the person not listening or being considered overprotective of themselves and will not take criticism lightly. The person with the folded arms could just be cold or it is a learned gesture from their parents and that is how they listen. This is why many people would agree that demonstrative communication should not only have the nonverbal but also the verbal to go along with it so that people do not have any misunderstandings and the issue can be handled properly. According to Sutton, a person cannot fully deliver the anecdote of the day to anyone lacking words, except if the person can mime the entire tale (Sutton, 2011). Even if the person is able to mime they cannot express the entire issue perfectly. There has to be some degree of distance. This type of communication cannot always be expressed perfectly. 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