| Summary: | The Singaporean call center industry is facing managerial issues in the area of
retaining Singaporean call center agents. Attrition rate of call center agents is a
common issue in many call centers and the practice of Taylorism in call center has
often been cited as the possible cause. However, there have been no authoritative
studies done in this area that address the Singaporean market specifically.
Therefore, it is the objective of this paper is to verify the Hypothesis that the practice
of Taylorism is the main cause of high attrition rate among Singaporean call center
agents.
The second Hypothesis of the paper is the practice of good Human Resource
Management strategy can serve to relieve the impact of Taylorism in the attrition rate
of Singaporean call center agents.
The testing these hypotheses are conducted by using survey that was conducted
through the administration of a 18 questions questionnaire that was distributed to 100
Singaporean call center agents and this information is supplemented by interviews
conducted with the call center managers of 3 companies. The call center agents are
selected from 3 call centers based in Singapore.
The findings of the paper fully proved the validity of the Hypothesis and
recommendations are provided at the end of this paper. More importantly, the findings
also highlighted the positive correlation that existed between the various variable that
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was tested in the surveys. This indicates that, despite the positive results of the survey,
there are other factors that should be considered in the area of reducing attrition rate
of Singaporean call center agents.
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