Identifying Critical Factors Affecting Employee Retention at a UK Automotive Call Centre (2009)

This final year dissertation is based around employee retention problems at an ‘Automotive’ call centre, outsourced to XYZ Research. Having identified issues concerning employee retention, recommendations will be suggested to rectify the situation. Customer Related Management (CRM) is a measurement tool based on the customer’s experience of the sales or service process.

A telephone questionnaire is conducted with every ‘Automotive’ customer after this experience based around fourteen specific value indicators expected by the customer. This feedback highlights trends to the retail network and any courses of action that need to be undertaken. Although managed by ‘Automotive’, the market research process of CRM is outsourced to a company called XYZ Research. The objectives of this research are as follows:

• Review and evaluate the underlying theoretical factors affecting employee retention in the form of a literature review
• Establish appropriate research methods to analyse and evaluate labour turnover issues at XYZ Research
• Analyse data obtained from the research process
• Formulate conclusions based around information obtained from the analysis
• Formulate recommendations as to an appropriate strategy to improve employee retention at XYZ Research

• 10,000 words – 58 pages in length
• Excellent use of literature
• Good in depth analysis
• Well written throughout
• Ideal for HRM and CIPD students

1 – Introduction
Company Profile
The Problem
Aims and Objectives
Conclusion

2 – Literature Review
Call Centres – An introduction
Employee Retention
Absenteeism
Motivation
Content Theorists: Hertzberg and Maslow
Morale
Working Conditions
Stress
Work-life Balance
Reward and Remuneration
Conclusion

3 – Methodology
Introduction
Research Strategy
Secondary Research
Primary Research
Questionnaire
Semi-structured Interviews
Conclusion

4 – Analysis
Introduction
Demographic Analysis
Job Satisfaction
Job Design
Communication
Stress and Work-life Balance
Working Conditions
The Future
Conclusion

5 – Conclusions

6 – Recommendations
Recruitment and Selection
Job Design
Monitoring
Working Conditions
Conclusion

7 – Limitations

Bibliography

References

Appendix Section