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The call centre industry is the world’s fastest growing industry from the beginning of the 21st century (Pillay, Buitendach & Kanengoni, 2014).
Consequently, ineffective management skills will result in agents becoming frustrated and hence leaving their organisation (Tse, Huang & Lam, 2013). A challenge that exists in most call centre organisations is the extreme employee turnover rates (Van Rensburg, Boonzaier & Boonzaier, 2013).
According to Pierre and Tremblay (2011), turnover rates of call centres were 70% and increased by 30% from 2008 to 2011.
With an increase in managerial power, their work is often fragmented by extensive monitoring and controlling of agents through the use of technology, whilst defining practices that may enhance employee well-being and customer satisfaction (Neely, Bourne & Kennerly, 2003).
Effective managerial skills assist in reducing employee turnover (Gayathri, Sivaraman & Kamalambal, 2012).
The computer-based and telephone-based technologies enable the fast and efficient distribution of incoming calls and/or allocation of outgoing calls to available staff, and allow for interaction between customer and call centre agent to occur simultaneously with the use of display screen equipment and the instant access to, and inputting of information.