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HRM261 Work Motivation

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HRM261 Work Motivation

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HRM261 Work Motivation

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Course Code: HRM261
University: Singapore University Of Social Sciences is not sponsored or endorsed by this college or university

Country: Singapore


1.Conduct a literature reviewon 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.
2.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.


High Absenteeism and Employee Turnover 
Emotional Dissonance 
Emotional dissonance refers to the conflict between emotions of organizational requirements and employee experience. The emotional dissonance generally depends on organizational rules and regulations that influence the emotion of all the employees and reduce the organizational commitment by increasing employee turnover (Taxer & Frenzel, 2018).  It generally reduces job satisfaction and increase employee turnover rate. According to the research it has been identified that many employees resigned from IT sectors due to emotional dissonance. In present days, the majority of call centers are facing different management and employee-related problems due to high work pressure and lack of motivation. The current scenario indicates that call centers play a significant role in providing directions as well as helping their customers in need, to resolve their issues. The call center representatives assist their clients via directing them through calls, known as inbound calls (Pugh, 2017). Though, it has been found that the call center representatives are facing issues with their job and ending up by shifting to a new position. In this project, a detailed analysis has been done to attain valuable insight into the reason behind leaving the call center jobs. There are different motivational and influential factors are found to be necessary for improving employee retention in call centers.
Work diversity is one of the major factors that generally influence the organizational performance (Leslie, 2017). There are different factors such as organizational culture, motivation, behavior, performance, communication etc. are vital to achieve organizational target.  The diverse work segment and diverse client segment in IT sectors also reduces motivation of the employees. IT also hampers the satisfaction of employee leads to an increase in employee turnover. The entire IT sector has a pressurized situation so that employees need to select proper target or goals to manage the works in a simple way and that enable people to manage work-life balance effectively (Kirby, 2017). The management of IT sectors provides the employee’s compulsory work target so employees need to understand the ultimate goal of this organization otherwise it can hamper the overall work leads to hampering the work as well as loss of job satisfaction.  In case of call centers the employer are abused by the customers due to language and other issues and that mainly hampers the overall motivation as well as job satisfaction. At the same time it also hampers the relation between organization and customer for that reason the rate of turnover is higher in the call centers.
Goal Setting and Goal Striving for Better Employee Retention
Goal setting mainly focused on plans and identifies the organizational goals and it describes the role of motivation that convert plan into action. Locke & Latham first introduce this theory on 1990 and that helps the management of IT sectors to improve the overall employee retention.  Identification of proper goal and objective is essential for the entire business organization to achieve the target efficiently. In IT sectors and call centres, the agents mainly fulfill a specific aim, and that needs to be performed by the end of the month (Zhang et al., 2018). A particular target will also motivate the employees to complete the diverse work in a given timeframe.  Otherwise, depression will hamper the overall motivation, as well as the psychology of the employee, leads to creating a negative impact on the working environment (Presbitero, 2017). In case of call centers, effective leadership is essential to manage the overall issues that are related to emotional dissonance and consulting the problems with leaders will provide the employee job satisfaction. Proper satisfaction is essential for all the workers to continue their work correctly otherwise depression affects both professional as well as personal life of an IT employee. Identification of specific goals provides the employees different benefits. It provides a clear direction to the workers and identification of specific target also helps the employees to fulfill organisational objectives easily (Zernik, Avlagon & Lapidot, 2018). Goal setting is one of the major components of personal development, and it also improves the performance, as well as the confidence of the employee, leads to reduce employee turnover rate and absenteeism in the organisation.      
The agents working in a call centre plays a responsible role, as they are representing their company and guides their clients. To maintain their self-confidence, the agents must be motivated as they carry a great responsibility. For that reason proper training program is important and that will help the employee to understand overall organizational objectives.  They utilise the available resources and directs them to achieve a goal or objective (Segal et al., 2018). The agents must be determined at their workplace at the time of commencing their responsibilities and duties. Goal striving can also be considered as a contemporary theory of motivation that helps a person to achieve the desired goal properly. The agents must be provided with the necessary training and equipment’s that will help them to utilise their time and resources at the time of assisting their clients in a better manner (Menges et al., 2017). Building a business strategy is an important part of running a business and also leads to the growth of business at a progressive rate. Thus, the management team and the agents must have proper communication between them that will help to direct their clients in a less time-consuming manner. Different models of motivation also highlighted below, and that creates a clear concept about the behaviour of the employees due to failure and lack of motivation.
The role of the call center agents is crucial for a company to help their customers meet their queries. A call center agent must always be active and must provide the proper address to the queries of their clients (Heckhausen, & Heckhausen 2010). Thus, the agents must be kept motivated by their manager by offering them different opportunities as well as communicate properly, to provide the solution. To ensure the growth of an organization, one must ensure the motivation of an employee as well as maintain a positive environment in the office, which will help the agents to continue their work correctly.   

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