How the R&S process in Webhelp’s Contact Centre impacts CSAs’ turnover intention: A business process outsourcing case study
The Contact Center Industry encompasses a high rate of turnover among contact center agents. By investigating the turnover phenomenon, this study aims to identify the practices and procedures of the Recruitment and Selection Process, as well as its quality. Together, it seeks to demystify how the pr...
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| Format: | masterThesis |
| Language: | eng |
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2022
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| Online Access: | http://hdl.handle.net/10071/24320 |
| Country: | Portugal |
| Oai: | oai:repositorio.iscte-iul.pt:10071/24320 |