Factors Affecting Motivation of Employees

Factors touch Motivation of EmployeesMany people atomic number 18 currently be givening(a) in scrub joins and much to a greater extent argon expected to work in them in the near future. Motivation of these predict focus on employees is of utmost richness so as to refrain them from leaving their work.Purpose The purpose of this speech is to dr shore out the factors that affect the motivation of the employees working in forecast oculuss and to contribute to search in the ara of motivation among shout centre employees.Method The method that result be utilize is by means of questionnaires, where employees bequeath be able to complete a set of questions which entrust specifically address the subject of Motivation amongst the workers.Benefits of the study This study will be of great benefit as it responds to the call for more investigation into the factors that de- inspire call centre workers to perform. It will further be of importance to call centre managers who, thr ough considering this study will be able to rethink their approaches to productivity, oddly on how they could better motivate their staff to achieve higher output. around all consumers use up had experience with call centres (Anton, 2000 Dean, 2002). Why are they immanent? Call centres are st appreciategically important to umpteen validations because they are oftentimes the major customer interface, and they earth-closet provide a service- found competitive edge using high volume, low cost delivery via telephones (Callaghan and Thompson, 2001). Call centres are a growing part of the service industry in many countries and a substantial amount of call centre railway lines have been created in this sector in recent years (Baumgartner, Good, Udris, 2002 Holman, 2003 Moltzen Van Dick, 2002 Wegge, Van Dick, Fisher, West, Dawson, 2006). Researchers already recognised that service work, that is, work in call centres was stressful consort to a study carried out by Donovan in 192 0. The conflicting demands for both quality and quantity, and the emotional nature of customer interactions all contribute to the contrast that call centre workers experience (Varca, 2006). Moreover, scholars have shown that call centre workers are on a lower floor great pressure to meet their productivity goals at the equivalent time as delivering quality customer service (Deery et al., 2002 Kinnie et al., 2000 Singh, 2000). As a result, call centre work carries with it high levels of employee stress.Consequently, the call centre employees bring to be constantly motivated so as they demonst commit avidity and enthusiasm for their work. Motivation is simply the process of arousing and sustaining goal- immediatelyed behavior (Nelson Quick, 1997). genius of the managers elemental tasks is to motivate people in the organization to perform at high levels (Moorhead Griffin, 1992). The Hawthorne Studies conducted by Elton Mayo from 1927 to 1932 showed that imbibes of how manager s behave were a vital eyeshot of motivation and improved performance. This study brought to light the fact that peoples psychological and complaisant needs have to be taken into account to make them impression important and thus motivate them to work. In addition, the work of Maslow in 1943 provided a major impetus to employee motivation since he put forward a theoretical framework of individual someoneality development and motivation based on a hierarchy of human needs. Likewise, Herzberg and McGregor in any case developed theories of motivation. Herzberg was of view that to motivate workers to give their best, proper attention must be attached to a different set of factors, the motivation or growth factors. Additionally, McGregor argued that the carriage of management adopted is a function of the managers attitudes towards human nature and demeanour at work. He put forward two suppositions called Theory X and Theory Y which are based on popular assumptions just about work and people.The ingredients of motivation lie within the employees themselves. So, managers should have the knack to motivate their de-motivated employees since, as mentioned above, employees at call centres face a lot of ordeals. Moreover, organizations are made of their individual members. The individual is a central feature in any workplace whether acting isolation or in a group, in response to the expectations of the organization. Where the needs of the individual and the demands of the organisation are incompatible, it domiciliate result in frustration and conflict. So, managers have as main fill to keep the motivation of their employees at a high level so as to achieve desired results and performance.PROBLEM STATEMENTCall centres are facing a major problem these days, namely absenteeism which can have a large impact service quality. Due to this problem, there is few staff to handle customer interactions, wait queues tend to swell and call centre employees are under high wo rk pressure. This tends to impact like a shot on their morale and similar behaviour may be fostered in those left to carry the can. Call centre work is very vapid due to highly repetitive nature of the job. Thus, call centres run the bump of the employees easily losing enthusiasm and becoming demoralised. Moreover, call centres provide limited life story opportunities and they risk losing their best people if they cannot provide adequate career prospects. expert employees lose interest in their work they become de-motivated and stop working towards the high standards they set up before. Additionally, call centre employees have to work in night shifts which pose a problem to them. Employees, mainly the womanish staff fear working at night for security reasons. mixer life is almost inexistent for them, since they work all the time. They also face problems much(prenominal)(prenominal) as inconvenient postures due to computer work and high pr even outtive level. It can thus be deduced that the work of these persons is not so honest and very demanding.AIMS AND OBJECTIVESThis study has as aims to determine the factors which affect the motivation of call centre employees. Its objectives are to acknowledge the problems faced by call centre staff so that the managers of call centres take necessary incentives to motivate their staff. This will help create a better working environment in which each employee will thrive. Besides, this study will benefit to the learning tribe who may be doing research on this particular topic.METHODOLOGYthither are two types of info that can be collected, namely primary data or secondary data.Secondary data is data which exists already and which has been produced by some some other person. It is known as secondary research because the person using it is the secondary user of the data.Primary data, on the other hand, refers to the process of generating and collecting original data from the intended operation for an organisatio n. It is the organisation which determines precisely and accurately what information is needed and from whom it is needed. It then sets about getting the data. Primary data sources are obtained by using one or more of the following techniques such as observation, surveys, experiments and questionnaires.To proceed with the study, primary data will be utilize, namely questionnaires. A questionnaire is a tool utilise by to deliver questions to respondents and then noting down their answers. Three types of information can be collected while using questionnaires.Fact data such as demographic information, age, gender and so on.Opinion beliefs, attitudes, feelings and knowledge.Motive versed peoples reasons for a particular belief or action.Questionnaires will be used since they will help to compare results as all the employees of call centres will be asked the same set of questions logically related to the problem under study, that is, factors affecting motivation. Thus, their respons es can be added meaningfully.At around 150 questionnaires will be pass ond to the employees. Firstly, the method of sampling used will be convenience sampling. Convenience sampling will enable me to give the questionnaires to any person whom I know, who will in turn give them to other colleagues to be filled in. Cluster sampling will also help me distribute the questionnaires. This consists of drawing up a list of clusters that together comprise the all in all population and then selecting a sample of clusters (by using simple hit-or-miss sampling). The call centre employee population is conveniently divided into groups. For example, there are employees doing morning shifts and those doing night shifts. So, questionnaires will be given to these two groups accordingly.BENEFITS OF THE searchThere are several benefits of the research. Firstly, this research may be used as a tool for managers to motivate their staff. Managers, as well as employers, will get a glimpse of the factors affecting the performance of the employees and through this they will be able to implement several measures to encourage them to work. For example, it could be found that employees value getting entranceway to training and development programs (Shah and Bandi, 2003). Having access to vocational training is perceived as a real job enrichment and benefit, so the organisation would highly benefit from it. Furthermore, through this study, the employment rate could increase. Since managers would be aware of how to attract and motivate their staff, more and more persons would be eager to join the call centre industry. As a result, the rate of unemployment will decrease, hence benefiting to the Government and the society as well. Amongst these target audiences, that is the managers and the Government, there is also the learning population which will get benefit from it. Students may use this study as a means to acquire more knowledge on call centre industry or even use the data to carry on with their projects.While conducting the research, several direct and indirect costs need to be taken into account. Expenses such as printing and photocopying of questionnaires and transport need to be catered for. Moreover, a budget is also being allowed for unexpected expenses which may crop up in the short letter of the research.