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    • Magister Commercii (Industrial Psychology) - MCom (IPS)
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    • Department of Industrial Psychology
    • Magister Commercii (Industrial Psychology) - MCom (IPS)
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    The retention factors of call centre agents at a financial institution in the Western Cape

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    Thesis (12.97Mb)
    Date
    2013
    Author
    Barnes, Nina
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    Abstract
    The aim of the study was to identify the retention variables highlighted as most important by call centre agents at a financial institution in the Western Cape. In addition, to assess which of the independent variables they place more importance on; and to determine whether differences exist between the retention variables highlighted as most important by the respective age and gender groups.
    URI
    http://hdl.handle.net/11394/4566
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    • Magister Commercii (Industrial Psychology) - MCom (IPS)

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