How the R&S process in Webhelp’s Contact Centre impacts CSAs’ turnover intention: A business process outsourcing case study

Bibliographic Details
Main Author: Sabino, Beatriz Prazeres
Publication Date: 2021
Format: Master thesis
Language: eng
Source: Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
Download full: http://hdl.handle.net/10071/24320
Summary: The Contact Center Industry encompasses a high rate of turnover among contact center agents. By investigating the turnover phenomenon, this study aims to identify the practices and procedures of the Recruitment and Selection Process, as well as its quality. Together, it seeks to demystify how the process is conducted, by recruiters, under constant time pressures to clients, who are committed to outsource their services. By approaching recruiters, responsible for delivering/hiring potential profiles, it is necessary to also comprehend the relationship of recruitment coordinators, who assume functions as team leaders, on team’s proper function. Our study proved what was initially desired, therefore the quality of the recruitment and selection process has indeed, impact in the turnover intention of customer service agents.
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spelling How the R&S process in Webhelp’s Contact Centre impacts CSAs’ turnover intention: A business process outsourcing case studyTurnover intentionRecruitment and selection processLeadershipMotivationIntenção de saídaRecrutamento e seleçãoLiderançaMotivaçãoThe Contact Center Industry encompasses a high rate of turnover among contact center agents. By investigating the turnover phenomenon, this study aims to identify the practices and procedures of the Recruitment and Selection Process, as well as its quality. Together, it seeks to demystify how the process is conducted, by recruiters, under constant time pressures to clients, who are committed to outsource their services. By approaching recruiters, responsible for delivering/hiring potential profiles, it is necessary to also comprehend the relationship of recruitment coordinators, who assume functions as team leaders, on team’s proper function. Our study proved what was initially desired, therefore the quality of the recruitment and selection process has indeed, impact in the turnover intention of customer service agents.A Indústria de Centros de Contacto engloba uma elevada taxa de saída entre os agentes dos centros de contacto. Ao investigar o fenómeno da rotatividade, este estudo procura identificar as práticas e procedimentos do Processo de Recrutamento e Seleção, bem como a sua qualidade. Conjuntamente, procura desmistificar como o processo é conduzido, pelos recrutadores, sob constantes pressões de tempo para com os clientes, que apostam em externalizar os seus serviços. Ao abordar os recrutadores, responsáveis pela entrega/ contratação de potenciais perfis, é igualmente necessário compreender a relação dos coordenadores de recrutamento, na adequada função da equipa. O nosso estudo provou o que era inicialmente desejado, pelo que a qualidade do processo de recrutamento e seleção tem de facto impacto na intenção de saída dos agentes de serviço ao cliente.2022-01-26T11:02:20Z2021-12-22T00:00:00Z2021-12-222021-11info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10071/24320TID:202857484engSabino, Beatriz Prazeresinfo:eu-repo/semantics/openAccessreponame:Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)instname:FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologiainstacron:RCAAP2024-07-07T03:02:59Zoai:repositorio.iscte-iul.pt:10071/24320Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireinfo@rcaap.ptopendoar:https://opendoar.ac.uk/repository/71602025-05-28T18:14:25.654932Repositórios Científicos de Acesso Aberto de Portugal (RCAAP) - FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologiafalse
dc.title.none.fl_str_mv How the R&S process in Webhelp’s Contact Centre impacts CSAs’ turnover intention: A business process outsourcing case study
title How the R&S process in Webhelp’s Contact Centre impacts CSAs’ turnover intention: A business process outsourcing case study
spellingShingle How the R&S process in Webhelp’s Contact Centre impacts CSAs’ turnover intention: A business process outsourcing case study
Sabino, Beatriz Prazeres
Turnover intention
Recruitment and selection process
Leadership
Motivation
Intenção de saída
Recrutamento e seleção
Liderança
Motivação
title_short How the R&S process in Webhelp’s Contact Centre impacts CSAs’ turnover intention: A business process outsourcing case study
title_full How the R&S process in Webhelp’s Contact Centre impacts CSAs’ turnover intention: A business process outsourcing case study
title_fullStr How the R&S process in Webhelp’s Contact Centre impacts CSAs’ turnover intention: A business process outsourcing case study
title_full_unstemmed How the R&S process in Webhelp’s Contact Centre impacts CSAs’ turnover intention: A business process outsourcing case study
title_sort How the R&S process in Webhelp’s Contact Centre impacts CSAs’ turnover intention: A business process outsourcing case study
author Sabino, Beatriz Prazeres
author_facet Sabino, Beatriz Prazeres
author_role author
dc.contributor.author.fl_str_mv Sabino, Beatriz Prazeres
dc.subject.por.fl_str_mv Turnover intention
Recruitment and selection process
Leadership
Motivation
Intenção de saída
Recrutamento e seleção
Liderança
Motivação
topic Turnover intention
Recruitment and selection process
Leadership
Motivation
Intenção de saída
Recrutamento e seleção
Liderança
Motivação
description The Contact Center Industry encompasses a high rate of turnover among contact center agents. By investigating the turnover phenomenon, this study aims to identify the practices and procedures of the Recruitment and Selection Process, as well as its quality. Together, it seeks to demystify how the process is conducted, by recruiters, under constant time pressures to clients, who are committed to outsource their services. By approaching recruiters, responsible for delivering/hiring potential profiles, it is necessary to also comprehend the relationship of recruitment coordinators, who assume functions as team leaders, on team’s proper function. Our study proved what was initially desired, therefore the quality of the recruitment and selection process has indeed, impact in the turnover intention of customer service agents.
publishDate 2021
dc.date.none.fl_str_mv 2021-12-22T00:00:00Z
2021-12-22
2021-11
2022-01-26T11:02:20Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10071/24320
TID:202857484
url http://hdl.handle.net/10071/24320
identifier_str_mv TID:202857484
dc.language.iso.fl_str_mv eng
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dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
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dc.format.none.fl_str_mv application/pdf
dc.source.none.fl_str_mv reponame:Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
instname:FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
instacron:RCAAP
instname_str FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
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reponame_str Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
collection Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
repository.name.fl_str_mv Repositórios Científicos de Acesso Aberto de Portugal (RCAAP) - FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
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