Date of Publication

2012

Document Type

Bachelor's Thesis

Degree Name

Bachelor of Science in Business Management

Subject Categories

Business Administration, Management, and Operations

College

Ramon V. Del Rosario College of Business

Department/Unit

Business Management

Thesis Adviser

Honorata G. Dimapilis

Defense Panel Chair

Brian Gozun

Defense Panel Member

Jyro B. Trivino

Abstract/Summary

Today, there have been numerous promotions and advertisements regarding hiring call center agent, for reasons of the expansion of the industry and the increasing attritions rates. The companies are faced with challenges in maintaining their workforce. This paper aims to identify if the selected human resource practices are significant in increasing the retention among the call center employees.

The research was conducted in Eastwood City Cyberpark. Surveys were used to collect the data needed by the study. The data was examined with statistical equations for frequency, chi-square test and p-value using Excel and SPSS software.

Results showed that not all selected practices have a significant relationship to the retention of employees. It also revealed that the presence itself of the practices already has an impact on the retention of employees. This means that there are several areas wherein human resource managers could focus their attention to be able to influence the employees decision on retention.

Abstract Format

html

Language

English

Format

Electronic

Accession Number

CDTU19805

Shelf Location

Archives, The Learning Commons, 12F, Henry Sy Sr. Hall

Physical Description

159, 74 unnumbered leaves ; 28 cm. + 1 computer optical disc.

Keywords

Personnel management; Manpower planning; Call centers--Management; Customer services--Management

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