Call Center Retention: A Correlational Study of Work Attitudes and Satisfaction of Training and Development for Customer Service Agents
Dallas Campus (Online)
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The focus of this study was the theoretical model of work attitudes that customer service representatives have about their jobs, the level of satisfaction they have with training and development, and the relationship of work attitudes and satisfaction with employee retention within U.S.-based software as a service inbound call centers. The purpose of this quantitative correlational research was to investigate if and to what extent work attitudes and satisfaction of training and development had a relationship with employee retention within U.S.-based inbound call centers. A quantitative methodology was used to explore if work attitudes and satisfaction of training and development impact employee retention of customer service representatives in U.S.-based software as a service inbound call centers. The survey instrument used to collect data originated from the Institute for Employment Studies. This survey is an evidence-based questionnaire used by company stakeholders who want to understand their employees’ perceptions and attitudes to better design their human resource strategies and initiatives. The sample for this research study originated from software as a service inbound call center customer service representatives within a benefits administration organization. The key results from this study were that the correlation between the dependent and independent variables was low-moderate and was statistically significant. The study’s conclusion was that there was a statistically significant relationship between employee retention and satisfaction of training and development and employee retention and work attitudes.
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Birocci, Jacquelyn Holmes, "Call Center Retention: A Correlational Study of Work Attitudes and Satisfaction of Training and Development for Customer Service Agents" (2022). Digital Commons @ ACU, Electronic Theses and Dissertations. Paper 501.