Call Center Agents Retention In The United States Research Proposal

Length: 10 pages Sources: 5 Type: Research Proposal Paper: #69948557 Related Topics: Data Analysis, Research Design, Research Problem, Research Study Published July 30, 2022
Excerpt from Research Proposal :

Assessment I: Research Proposal

Proposed Title

Aspects influencing call center agents retention in the United States

Purpose statement

A call center refers to the designated area where calls from customers and other telephone calls are directed. In most instances, computer automation is used within call centers. The primary purpose of call centers is to enhance a centralized contact point for after-sales services, support and company telephone selling, or information helpline services. With increased client-centered services demand, call centers have undergone significant growth. Generally, the call center industry has tremendously improved globally, with an estimated growth of over 50% since 2000. Call centers are vital across all industries. However, telecommunication, banking, insurance services, and other financial service industries are considered the most prominent consumers of call center services.

According to experts analysis, the sector creates most jobs every year. Thus, confirming the fact that call centers currently form an integral part of every organization. On the other hand, according to a global study by Lee (2008), on average, call centers, on an annual basis, lose up to 61% of their employees. For instance, in the United Kingdom, the turnover rate is below 49%, while in South Africa, the turnover rate is above 50%. According to De Vos and Megancks (2009) findings, employers response to workers retention is reactive as they attempt to decrease workers desire to quit. However, such an approach is less fruitful because once staff has decided to leave, retention efforts seem to be a thoughtful idea that is too late to salvage the situation (Milner, Russell & Simers, 2010). Equally, according to (Pfau & Kay, 2002), there is a need for an alternative staff retention mechanism due to a shift in the competitive landscape if a company wants to prosper and succeed for an extended period.

Also, the shifting landscape has been triggered by the generation dynamicity of the current workforce. For instance, the current workforce has four generations with distinct values, attitudes, and characters towards socialization, operation approaches, skills, authority, and work. According to the literature, the diversity of generations at places of work is responsible for the management challenges and implications at the workplace. Thus, the need to find a proactive mechanism for workers retention. In response, Mendes and Stander (2011) suggest that businesses adopt a positive and healthy environment where the staffs retention would be influenced by the organizational leaderships ability to empower its employees.

Additionally, to enhance employees retention, employers need more attractive, flexible, and creative practices by employers to the workers. Theoretical perspective provides a framework for crafting a winning employee value proposition as a strategic approach to investing in the retention and development of workers. An employee value proposition encompasses all the experiences of an employee within an organization, including culture, values, ethics, extrinsic and intrinsic satisfaction. It also includes satisfying the company meets the workers, aspirations, needs, and expectations. Moreover, according to prior research, extrinsic and intrinsic factors were established to be critical parameters necessary for employee retention. According to Birt et al. (2004), four variables contribute to workers retention. They include work and development, work-life balance, company environment, and benefits and compensations. This study will explore those variables to establish factors influencing call center agents retention.

Aims of the Study

To establish variables influencing the retention of call center agents.

To identify whether age and gender differently impact retention of call center employees.

To bridge the existing research gap on retention factors.

Research Questions

What retention variables are considered as most essential by call center workers?

Is there a disparity in retention variables considered essential by workers of various age groups?

Is there a disparity in retention variables considered essential by workers of various gender groups?

Research Objectives

Establishing retention variables is considered most essential by call center workers.

Evaluate whether a disparity exists within different age groups essential retention variables.

Evaluate whether a disparity exists within retention variables considered essential by different gender groups.

Research Hypothesis

Research hypothesis refers to a statement that assumes that a given correlation exists between two or more variables. The following are the research hypothesis for this study.

Hypothesis 1. There will be a significant difference in staffs retention variables depending on their gender.

Hypothesis 2. There will be a significant difference in staffs retention variables depending on their age.

Research Design

Creswell (2014) defines research design as a framework of techniques chosen by a researcher to handle the research problem efficiently. A research design is supposed to link the research objectives, study questions, empirical studies, conclusions, and study recommendations. A research design should provide a clear outline of how the study population must obtain the research findings (Bernauer, 2015).

This study will usenon-probability by convenience sampling technique to collect data. Welman and Kruger (2001) illustrate that the convenience sampling technique involves gathering data from a population sample accessible with ease, readily available, and near for the study purpose. The availability and accessibility of the targeted respondents, together with the fact that it is both financial and time economical, substantiates the reason for selecting the technique. Sekaran (2000) supports the merit of the non probability sampling method as it is argued to be less expensive does not consume much time, and is not complicated.


Welman and Kruger (2001) define a sample as a minute proportion of the whole set of persons, events, or objects that form part of the study subject. On the other hand, Green (2005) defines a sample as part of the population highlighted for exact involvement in the study. Following Sekarans (2000) sample decision generalized guidelines, a sample size (call center agents) of n=43 will be considered for the study to ensure an appropriate level of confidence and precision is attained. This sample size will be selected from a population group that will include 66 contracted and permanently employed call center agents.

Data Collection Method

A quantitative research technique is used for the study. Also, the administration of questionnaires will be considered as good data collection tool to evaluate call center agents retention.

Data Collection Tools

An adapted questionnaire will be used to evaluate…conducting the research. The author failed to disclose whether such permission was granted. Otherwise, the results were well presented.

Article 3: The Study of The Relationship Between Value Creation and Customer Loyalty with The Role of Trust Moderation and Customer Satisfaction in Sari Hospitals.

The abstract provides a precise and concise overview of the research study. Also, the research problem is identified with various methods, including samples used in the study stated, including the research findings, discussion, and recommendations. For example, the author states the sample number to be 196 patients chosen through convenient sampling between May and June 2014. Moreover, the author identified structural equation modeling software Smart PLS as the data analysis mechanism.

On the other hand, the authors statement that customers concerns are essential to health care practitioners due to global competition confirms the relevancy of various pieces of literature used in developing the article. This is further substantiated by scholarly findings that customers attitudes towards healthcare providers and their services significantly impact the future of healthcare organizations. Furthermore, the author identified the research problem as establishing and maintaining clients loyalty to promote health and improve market share (Rahmani et al. 2017). The creation of such value to customers would ensure client retention.

Besides, it is positive to note that the author used current sources to develop the paper. However, contrary to the standard paper format, the author did not include chapter two, usually a literature review (Rahmani et al. 2017). The lack of a literature review raises whether the author could identify research gaps, the need to carry out the study and if adequate knowledge was gathered to help put a more comprehensive article.

The author failed to subdivide various methodology sections into the research methods and instead described everything in essay format. Usually, for clarity, the author should title various methodology sections for conciseness and precision (Rahmani et al. 2017). The use of essay format with varied topics and sub-sections is disgusting to the reader and hard to follow. However, on a positive note, despite the fact the author failed to follow the appropriate format, the population for the study was identified and samples selected (Rahmani et al. 2017). For instance, the author used a sample of 196 patients chosen through convenient sampling between May and June 2014.

Nevertheless, there is no indication that participants were fully informed of the nature of the research. Carrying out a research study with participants who do not clearly understand the studys nature is unethical (Rahmani et al. 2017). It is unacceptable because every participant should be able to sign a consent form having understood what they intend to participate in. moreover, the author does not indicate whether or not participants got the necessary protection against any harm and if the confidentiality of their identities were guaranteed (Rahmani et al. 2017). Besides, research studies must always seek ethical permission from the appropriate bodies before conducting the research. Unfortunately, the author failed to disclose whether such permission was granted. Also, the results are presented,…

Sources Used in Documents:


Birt, M., Wallis, T., & Winternitz, G. (2004). Talent retention in a changing workplace: An investigation of variables considered important to South African talent. South African Journal of Business Management, 35(2), 25-31.

Lee, J. (2008). Finding and keeping call center agents in today’s competitive market. Retrieved November 25, 2011.

Mendes, F., & Stander, M.W. (2011). Positive organization: The role of leader behaviour in work engagement and retention. SA Journal of Industrial Psychology, 37(1).

Cite this Document:

"Call Center Agents Retention In The United States" (2022, March 23) Retrieved August 15, 2022, from

"Call Center Agents Retention In The United States" 23 March 2022. Web.15 August. 2022. <>

"Call Center Agents Retention In The United States", 23 March 2022, Accessed.15 August. 2022,

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