Scientific Management of the Contact Center in the Singaporean market

Yang, Guo Xiao Corthia (2009) Scientific Management of the Contact Center in the Singaporean market. [Dissertation (University of Nottingham only)] (Unpublished)

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The Singaporean call center industry is facing managerial issues in the area of

retaining Singaporean call center agents. Attrition rate of call center agents is a

common issue in many call centers and the practice of Taylorism in call center has

often been cited as the possible cause. However, there have been no authoritative

studies done in this area that address the Singaporean market specifically.

Therefore, it is the objective of this paper is to verify the Hypothesis that the practice

of Taylorism is the main cause of high attrition rate among Singaporean call center


The second Hypothesis of the paper is the practice of good Human Resource

Management strategy can serve to relieve the impact of Taylorism in the attrition rate

of Singaporean call center agents.

The testing these hypotheses are conducted by using survey that was conducted

through the administration of a 18 questions questionnaire that was distributed to 100

Singaporean call center agents and this information is supplemented by interviews

conducted with the call center managers of 3 companies. The call center agents are

selected from 3 call centers based in Singapore.

The findings of the paper fully proved the validity of the Hypothesis and

recommendations are provided at the end of this paper. More importantly, the findings

also highlighted the positive correlation that existed between the various variable that


was tested in the surveys. This indicates that, despite the positive results of the survey,

there are other factors that should be considered in the area of reducing attrition rate

of Singaporean call center agents.

Item Type: Dissertation (University of Nottingham only)
Depositing User: EP, Services
Date Deposited: 12 Jul 2010 15:33
Last Modified: 15 Feb 2018 14:23

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