Evaluating organizational commitment of call centre agents

Abstract: Call centre operations are a leading industry in South Africa for employment. Call centres are plagued by high levels of employee turnover and are challenged by ensuring employee commitment. The study sets out to evaluate organizational commitment within a call centre. The study is quantitative in nature and follows a cross sectional approach. Data was collected using a convenience sample, which yielded a response rate of 282 respondents. An existing questionnaire was utilized for organizational commitment by Meyer & Allen (1997) and the retention factor scale by Döckel (2006). To ensure internal consistency, the psychometric properties of the questionnaire for validity and reliability were assessed using Factor Analysis and Cronbach’s Coefficient Alpha. Descriptive and Inferential statistics were employed. The findings of the study reflect that retention factors will enhance the commitment of call centre agents, and male employees experienced higher level of commitment