| dc.description.abstract | The telecommunication industry specifically the mobile communication industry has
been one industry that has exponentially grown in just a matter of few years. Call Centre
representatives work in unique environments since they constantly manage customer
interactions and are expected to adhere to strict targets .They are subjected to high levels
of monitoring and control resulting to high level of stress and absenteeism.This study was
conducted to establish the strategic responses by mobile telephony call centers to
absenteeism in Kenya. The first specific objective was to identify the causes of
absenteeism in the call centers. The second specific objective was to determine the
strategic responses to absenteeism by Mobile Telephony Call Centers in Kenya. It was
conducted through a survey design and questionnaires issued to call center employees in
each of the three companies that were included in the survey. Data collected was
quantitative and was analyzed by use of SPSS program. The study found out that the
major causes of absenteeism in the call center are lack of motivation,
management/supervision style, nature of job, customer appreciation (or lack of), work
target, shift work and task characteristics. | en_US |
