Organizational climate and employee engagement of the call centre of the selected company X

Danes so se podjetja v neprestanem konkurenčnem boju prisiljena prilagajati vedno bolj zahtevnemu tržišču. Prav iz teh razlogov se veliko podjetij odloči imeti svoj klicni center, saj si s tem želijo povečati svojo konkurenčnost in prednost pred drugimi podjetji. Klicni centri v sodobni digitalizirani družbi postajajo čedalje pomembnejši. Ne glede na vrsto organizacije pa so motivirani in visoko zavzeti zaposleni tisti dejavnik, ki uspešne organizacije loči od manj uspešnih. Največje bogastvo organizacije so torej zaposleni in njihovi medsebojni odnosi. Zadovoljstvo zaposlenih se meri v okviru organizacijske klime. Za uspešnost in učinkovitost organizacij je zato pozitivna organizacijska klima ključnega pomena. Z namenom, da bi ugotovila, kakšni sta organizacijska klima in zavzetost zaposlenih v klicnem centru podjetja X, sem izdelala anketni vprašalnik, ki so ga izpolnili zaposleni v podjetju. Ugotovila sem, da obstajajo številni dejavniki, ki vplivajo na organizacijsko klimo in zavzetost zaposlenih. Rezultati raziskave so prikazali, da sta pozitivna organizacijska klima in zavzetost zaposlenih medsebojno povezani in da je pozitivna organizacijska klima ključna za ohranjanje zaposlenih v delovnem razmerju.With the constant competitive rivalry, companies are forced to adapt to an increasingly demanding market. For this reason, many companies choose to have their call centre, as they want to increase their competitiveness and advantage over other companies. Call centres are becoming increasingly important in today\u27s digitalized society. Regardless of the type of organization, motivated and highly engaged employees are the factor that separates successful organizations from less successful ones. Therefore, the greatest resource of any organization is its employees and their interpersonal relationships. Employee satisfaction is measured within the organizational climate. A positive organizational climate is therefore crucial for the success and efficiency of organizations. To find out the organizational climate and commitment of the employees in the call centre of company X, a survey questionnaire was made to which the employees of the company responded. Several factors were found that influence the organizational climate and employee engagement. The research results showed that a positive organizational climate and employee engagement are interrelated and that a positive organizational climate is a key to successful employee retention