Staff motivation in a contact centre environment : an empirical study of contact centres in the Durban area.
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Staff motivation in a contact centre environment was analysed from the perspective of Herzberg's Motivation- Hygiene theory in the present study using survey data from seven contact centres in the Kwa-Zulu Natal region. The study investigates the relationship between intrinsic and extrinsic motivation factors and the extent of the existence of equity factors in the and the relationship between intrinsic and extrinsic motivation factors with equity factors in the South African environment, specifically favouritism, discrimination and consistency. The findings confirm that contact centre agents need to be highly skilled and adequately supported by management in order to fulfil the significant role that they play in an organisation. The support required goes further than technical skill and training but moves into the emotional well being of the agent. The emphasis shifts from the agent providing a service to the customers and the organisation and moves from the organisation providing its agents with the recognition and incentives to motivate them to strive for their very best at their jobs.