Date of Conferral
2022
Degree
Doctor of Business Administration (D.B.A.)
School
Business Administration
Advisor
Gwendolyn Dooley
Abstract
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, and performance management. A key recommendation for call center leaders implementing employee engagement strategies to promote healthy exchange relationships. The implication for positive change is engaged employees could increase their support in community activities such as literacy programs, green initiatives, and tutoring programs.
Recommended Citation
Skinner, Deirdre N., "Employee Engagement Strategies Call Center Managers Use to Increase Productivity and Profitability" (2022). Walden Dissertations and Doctoral Studies. 13778.
https://scholarworks.waldenu.edu/dissertations/13778
