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This dissertation sets out to research the problems currently being experienced in a financial service industry call centre called, ‘Lloyds Blackhorse Finance’, regarding the retention of staff in the call centre department. On a generic foundation the researcher aims to find out how significant job satisfaction is in correlation to high staff turnover. Employee attitudes towards work are detrimental to the level and quality of outcome. It is a common assumption that people discontinue work due to the fact they are dissatisfied with their jobs. It is an objective, therefore, to find out the validity of this assumption by assessing employees quitting intention. A subsequent article illustrated that call centre representatives play a significant role that shapes the customers’ perception of the organisation. Many financial services primarily focus on sustaining customer relationship hence call centre representatives service is vital as they are the first point of contact.
  • 12,000 words – 55 pages in length
  • Outstanding use of literature
  • Excellent in depth analysis
  • Includes questionnaire
  • Ideal for HRM students


Literature Review
Setting the Scene: Call Centres
Job satisfaction in a Call Centre Environment
Job Design in a Call Centre
Employee Attitudes
Staff Retention and Turnover

Other Research Methods
The Chosen Method

Summary of Analysis Chapter 5: Discussion & Analysis
Salary, Reward/Bonus Related Issues
Job Design Issues

Conclusions & Reflections
Limitations of the study
CIPD Requirement



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