Date of Conferral
2023
Degree
Doctor of Business Administration (D.B.A.)
School
Management
Advisor
Matthew Knight
Abstract
Employee turnover is a threat to call center sustainability. Call center leaders who lack strategies to reduce employee turnover have an increased risk of business failure. Grounded in Herzberg’s two-factor theory, the purpose of this qualitative multiple-case study was to explore strategies call center leaders use to reduce employee turnover in insurance call centers. The three participants were call center leaders from three different call centers in Raleigh, North Carolina, who implemented strategies to reduce employee turnover. Data were collected from semistructured interviews and reviews of public documents from participants’ company websites and analyzed using thematic analysis. Two themes emerged: effective leadership and employee incentives. A key recommendation is for call center leaders to provide both monetary and nonmonetary rewards to employees based on which type of reward motivates their employees not to leave the company. The implications for positive social change include the potential to stabilize employment levels and reduce the unemployment rate.
Recommended Citation
Dickens, KIMBERLY, "Call Center Managers’ Strategies to Address Employee Turnover" (2023). Walden Dissertations and Doctoral Studies. 14092.
https://scholarworks.waldenu.edu/dissertations/14092
