Conduct a literature review on call centres

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Reference no: EM132143062 , Length: 1000 Words

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.

Reference no: EM132143062

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Reviews

len2143062

10/17/2018 12:59:53 AM

Report Format - The report should adhere to following formatting requirements: Font type: Times New Roman, Font size: 12 point, Line spacing: 1.5 lines and Margin: 1" all round. The report should be in Microsoft Word.docx (preferred) or .doc format. The report should include a cover page containing the following details: Course title, Name of group leader with his/her PI number, Names of group members with respective PI numbers, Academic integrity declaration. All in-text citations, references, figures and tables must follow the American Psychological Association (APA) format for this group assignment.

len2143062

10/17/2018 12:59:47 AM

Students are to consider the practicality of the interventions in the real work context and discuss how the interventions will be implemented. Academic Integrity - Please be reminded to uphold academic integrity when completing the assignment. Students are to ACKNOWLEDGE and CREDIT the sources whenever referencing research findings, figures or diagrams and quotes from published literature. Direct lifting of texts without acknowledgement is plagiarism and disciplinary action will be taken. Students are advised to synthesise and rephrase ideas in your own words.

len2143062

10/17/2018 12:59:42 AM

Assessment Rubrics - The rubrics appended in Annex A will be used to score the assignments. As evident from the rubrics, a good report must demonstrate quality in terms of content and written communication. Quality of content will constitute 90% of the final grade and written quality will make up the remaining 10%.

len2143062

10/17/2018 12:59:37 AM

Coverage Identified pertinent causes of low motivation - Clear and concise description of causes with strong illustrations. Critical analysis & Presents a deep synthesis analysis of how low motivation raises - Provide an interesting synthesis of research and theory. Application of theory Identified pertinent theories for application - Clear and concise description of theory and its relevance in the context with strong illustrations. Practicality of Recommendations - Recommendations are well-developed; easy to implement and likely to deliver effective results.

len2143062

10/17/2018 12:59:31 AM

Critical thinking and Demonstrate deep analysis critical thinking and analysis, leading to insightful and novel recommendations. Structure of Arguments (5%) Paper is logically - Logical organisation organised to support Flow of arguments flow of arguments - Arguments are systematic and easy to follow. Language & Format (5%) Pleasure to read - Easy to understand Clear and well- Sentence construction constructed sentences. Correct spelling that adds to Adhere to specified arguments formatting guidelines No spelling errors Adhered to the specified formatting guidelines.

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