Business Commons^™

Employee Engagement Strategies Call Center Managers Use To Increase Productivity And Profitability, Deirdre N. Skinner

Walden Dissertations and Doctoral Studies

AbstractDecreased employee productivity can result in reduced organizational profitability. Call center leaders are concerned with decreased productivity as it cost call center leaders millions of dollars each year in profit loss. Grounded in leader-member exchange theory, the purpose of this basic qualitative study was to learn the employee engagement strategies nine call center managers in five different industries used to improve productivity in call centers. Data were collected using semi-structured interviews and review of company documents that included process improvement guides and publicly posted annual reports. The three themes that emerged from the thematic analysis were developing relationships, effective communication, …