A study of the communication-related variables that contribute to the job retention of call center agent the case of eTelecare

The call center industry is a component of Business Process Outsourcing (BPO) which functions by outsourcing services in order to lower operational costs. However, the Philippine BPO industry experiences a 30% call center agent turnover rate. This research sought to identify and analyze the communic...

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Détails bibliographiques

Auteur principal:	Jamandre, Niel Kenneth F. (Auteur)
Autres auteurs:	Agravante, Josefina A. (adviser.)
Resource Type:	Thèse
Langue:	English
Publié:	Quezon City College of Arts and Letters, University of the Philippines Diliman 2008.
Sujets:	Employee retention. Communication in personnel management. Call centers > Philippines. Call centers > Philippines > Manila.