Perceived Relationship Between Motivation and Job Satisfaction Among Call Centre Agents at Safaricom Limited

Abstract

Motivation and job satisfaction in call centers offers a multi-disciplinary approach covering such disciplines as Operations Research and Management, Mathematics and Statistics, Forecasting and Modeling, Industrial Engineering, Information Technology, Human Resource Management, Psychology, and Sociology. In Human Resource Management context, researchers focuses on efficient call center operation and optimal staffing. Call centers are identified by a variety of names: contact center, customer service center, customer interaction center, and call center. A call center is basically a communications link between a company and its customers. It is through the call center that customers give feedback on products and services and suggestions on what can be improved as well as appreciation for the service provided by the company. Many researches have been done about job satisfaction and motivation in general and various recommendation given but none has specifically dealt with call centres which is the face of companies. The literature review about call centres is also minimal. It is this gap that this study seek to address. The researcher investigated the relationship between motivation and job satisfaction among call centre agents. A descriptive survey research design approach was adapted where a sample of 150 call centre agents was used. Data was collected using questionnaire and descriptive analyses done using Statistical Packages for Social Scientists (SPSS). The study found that there are many factors affecting motivation consequently affecting job satisfaction among employee on call centres. These are communications within the organization, relationship with coworkers, benefit package which are equitable, salary increment and supervision in the organization, recognition through promotion, fair payment for the work done, reward given to employee, HR policies and sense of pride in doing job. It was found that indeed motivation affects the level of employees job satisfaction among call centre agents. If the employees are motivated they are likely to be more satisfied in their job and the reverse is true. The call centre management should ensure call centre agents are motivated to do their job since they will become satisfied in their job and hence the company will be more productive, get more profits, reduce employees turnover rates and increase customers’ loyalty. For any company to survive in the turbulent and ever changing business world, it must ensure it performs to its best. The study concludes that employees who are satisfied with their job are able to perform to their full potential hence bringing forth good and desirable results to the business.