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Strategies To Retain Call Center Employees, Michele Boston

Walden Dissertations and Doctoral Studies

Call center executives who lack effective strategies to retain employees face a disruption in service, employee performance and productivity, as well as an increase in operational expenses. Ineffective retention strategies can negatively impact call centers by increasing cost, decreasing talent quality and loss of the customer experience. Grounded in Herzberg’s motivator-hygiene theory, the purpose of this multiple case study was to explore employee retention strategies that call center executives use to maintain employees within their organizations. Data were collected from semistructured interviews, company documents, and physical artifacts. The interview participants comprised five call center executives, managers, or team leaders in …

Perception Of County Extension Agents’ Organizational Fit After Participating In The Mentoring Component Of The Cooperative Extension Service Onboarding Program, Angela Blacklaw-Freel

Graduate Theses and Dissertations

The purpose of this study is to determine the perception employees of the Arkansas Cooperative Extension Service (CES) after participating in a mentoring program. The CES implemented an onboarding program in 2010 which included a yearlong mentoring component for county extension agents because they were resigning at an alarming rate. The study aimed to illuminate if the mentoring program increased the county extension agents’ perception of fit after completing the program by determining if they felt they possessed characteristics that were compatible with the organization.

This study was founded on the mentees’ viewpoints of their perceptions of person-organization (PO) fit, …

The Impact Of Training And Development On Employees In The Northeast Region Of Florida State Government: An Evaluation Of The Northeast Region Professional Development Training Program, Sandy Beaumont

West Chester University Doctoral Projects

Critical positions in state government are oftentimes understaffed. Researches have studied the factors that lead to staff shortage such as low salary, high caseloads, and a stressful environment. Therefore, it is challenging to keep those positions filled at maximum capacity. In state government, employees are the organization’s human capital requiring investment to retain a quality workforce. Investment of training and professional development in addition to training of normal work duties are vital to the endurance of employees. Government seeks for ways to improve its workforce and to obtain long-term quality employees without salaries and other financial incentives that are comparable …

Leadership Strategies To Retain Key Employees, Keith Reginald Stafford

Walden Dissertations and Doctoral Studies

Retention of key employees protects a firm's investment in its human resources. Employee retention is an issue in the insurance sector, particularly among sales employees. The purpose of this descriptive study was to explore leadership strategies used by insurance sales managers to retain key employees. Herzberg's dual factor theory and Adams's equity theory were used to explore insurance sales managers' insights into leadership strategies. Semistructured interviews were conducted with 15 insurance sales managers in southern California to elicit the strategies they used to maintain their key salespeople. Data were analyzed using the modified Van Kaam method. Seven themes emerged from …

Successful Employee Retention Strategies In Childcare Centers, Ahmad Shaheen

Walden Dissertations and Doctoral Studies

Fifty percent of childcare employees leave their jobs by the close of their 5th year of experience. The purpose of this exploratory single case study was to explore what retention strategies some childcare center directors use to retain their employees in the Columbus, Ohio metropolitan area. The research population consisted of 5 childcare center directors who successfully implemented retention strategies in 5 different childcare centers. The conceptual framework for this study was the Herzberg, Mausner, and Snyderman motivation-hygiene theory. Data were collected via semistructured interviews with the directors and from centers-handbooks and strategic plans. Coding, word frequency, and thematic analysis …