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

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Motivation is a psychological feature that directs action towards a desired goal and elicits, controls and sustains certain goal directed behaviors. It can be considered an inner driving force that compels or reinforces an action towards a desired goal. These desires are what drive our everyday actions and individuals unique (William, 2004). Workers in any organization need motivation to keep working which could be salary, benefits, working conditions, relationships with coworkers, recognition or the job itself. If the employee is not motivated, the quality of output suffers (Turner, 1995).Safaricom Limited is the leading mobile telephone industry in Kenya with a subscriber database of over 17 million subscribers. It has three call centres at Mlolongo, Westlands and Thika with a staffing of 1500 employees whose job entails handling customers queries, making clarifications on customers concerns and providing information to customers on the company's products and services (Thursday, 1st August 2013,1400 hours).The objective of the study was to establish the perceived relationship between motivation and job satisfaction among call centre agents at Safaricom Limited. A descriptive research design approach was adopted with a random sample of 150 call centre agents. The study found out that there were many factors affecting motivation consequently job satisfaction, for instance, communication within the organization, relationship with coworkers, equitability of benefits package, salary increment, supervision, recognition through promotion, human resource policies and pride in being part of the Safaricom Brand. The study further found that motivation did indeed affect job satisfaction. The study recommended that call centre management must ensure that employees are properly motivated thus have job satisfaction which will lead to greater productivity, profitability, reduced employee turnover and increased customer loyalty.