Work Motivation Assignment -

Details of Assignment -

Introduction - Call-centres are a ubiquitous part of modern life. Whenever we have problems with our mobile and computer devices, travel plans, credit payments or online purchases, call centre agents are there to answer our queries and find solutions to our problems 24-7. Given the prevalence of call-centres, numerous organisation studies have been done to understand factors that affect the attitudes, performance and well-being call-centre agents. It has been observed that rates of absenteeism and turnover are unusually high in call centres. These negative organisational outcomes are indicative of low motivation amongst call-centre agents.

Task - For this assignment, your team is to:

(a) Conduct a literature review on call centres to (a) identify and describe two (2) possible causes of low motivation amongst call-centre agents and (b) explain how low motivation leads to the negative organisational outcomes of high absenteeism and turnover.

(b) Apply the motivation theories and principles learnt on the course to recommend two (2) interventions to enhance the motivation of call centre agents in order to reduce absenteeism and turnover.

To do one recommendation of 900 words. Have decided to select from "Goal Setting & Goal Striving in the Workplace".

3. Literature Review. For the literature review, you are to summarise and synthesise the available research on motivation of call-centre agents, specifically to find out what are the factors affecting their motivation. You may refer to journal articles, books or websites. Quality of perspective is more important than quantity. Focus on reading widely to obtain different perspectives rather than a large number of articles focused on one perspective. As for how many sources to include in the review, enough is when you have a good grasp of the issue.

4. Recommendations. Groups are to recommend two (2) interventions to address the factors of low motivation identified in the literature review. Each intervention is to be based on one theory covered during the course. Clear links must be made between motivational issue, intervention and motivation theories and principles.