Call centre turnover intentions and personal attributes of agents

This research project looks at the call center environment: issues like high work demands, shift work, long hours of work, low pay, unskillful labor, no control over execution, very strict climate, Taylorism. On the other hand, we have that within the South African settings call centers are considered white collar labor that gives people opportunities to grow within a company, it has been perceived as a good economic opportunity to get more training and education. The findings show that call center agents who are more resilient do not find the environment highly stressful to the point that they want to leave. This research has given some positive light to the call center environment which in other countries has been described as: "sweat shop of the digital era" or as a highly demanding job with very little autonomy.