Date of Conferral
2023
Degree
Doctor of Business Administration (D.B.A.)
School
Business Administration
Advisor
William Stokes
Abstract
Excessive employee turnover can disrupt an organization's efficient operational performance. Call center managers remain concerned with excessive employee turnover due to the expense of lost productivity, recruiting, and training new employees. Grounded in Herzberg’s two-factor theory of motivation, the intent of this qualitative single case study was to explore strategies call center managers use to reduce employee turnover. The participants consisted of five managers in one financial service call center in Nebraska who used successful strategies to reduce employee turnover. Data was collected using semistructured interviews and a review of the employee handbook. Four themes emerged through Yin’s 5-step process: communication, motivation, culture, and personal relationships. A key recommendation for managers is to conduct satisfaction surveys regularly for employees to provide feedback on their satisfaction with the workplace. The implications for positive social change include financial stability for their employees, improved local economic conditions, and reduced unemployment rates in their communities.
Recommended Citation
Wheeler, Sheena R., "Strategies Call Center Managers Use to Reduce Employee Turnover" (2023). Walden Dissertations and Doctoral Studies. 14601.
https://scholarworks.waldenu.edu/dissertations/14601
