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Abstract
The Jordanian economy is declining due to the political and economic conditions in the region, which caused more scarcity of resources and lowering the investment rate. Therefore, the services sector has become more important in the Jordanian labor market and the Contact Center Environment has become even more important. Yet, one of the most brilliant goals for the Contact Center is to lower the turnover rate and deliver the best service to the clients. This paper measured the impact of job satisfaction on turnover rate in the Contact Center Environment. Service providers at inbound call centers answered the questionnaires designed to measure the impact of their job satisfaction with its elements (social satisfaction, salaries, benefits, career growth and safety, psychological and physical environment) on their intent to turnover. 100 questionnaires were distributed randomly in different Contact Centers in the Jordanian labor market. Sixty-eight respondents were received, and the valid ones for analysis were 58. The research identifies a significant impact of Job safety and career growth as major variables that affect the intention and the turnover rate among employees in the Contact Center.
Highlights
Job satisfaction has an important bearing on turnover intent of an employee in the Contact Center
Two independent samples were used to test that there are no significant differences in the levels of social satisfaction, salaries and benefits, physical environment, career growth and safety, and psychological environment that can be attribute to gender: Table 9: T-test / Gender attribution to variables
Analysis of variance was conducted to test that there are no significant differences in the levels of the levels of social satisfaction, salaries and benefits, physical environment, career growth and safety, and psychological environment that can be attribute to age
Summary
Job satisfaction has an important bearing on turnover intent of an employee in the Contact Center. This research paper will be most beneficial to the Current Managers of the Contact Center: as it will be their guide to know how they can reduce the cost of turnover of their centers, and how to increase the productivity of employees about their satisfaction. It will be significant for future investors in the Contact Center industry, as it will provide a guideline for them while setting their strategy of building an efficient and effective business that will last
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