Staff motivation in the University of KwaZulu-Natal Information & Communication Division's Call Centre.

Abstract

The study identifies factors influencing employee motivation levels within the University of KwaZulu-Natal's Information & Communication Technology Division's call centre. The research is based on Herzbergs's Two-Factor Theory but also considers other content theories which are also closely aligned. The research is also based on Adam's Equity Theory, a process theory, since this was deemed applicable to the South African environment considering the Employment Equity Act of 1998 and its application in the South African economy. The results showed that management need to ensure that employees are challenged in their jobs. Although employees have a sense of achievement, they are not adequately recognised and do not perceive any growth opportunities available to them. Management also need to improve communication within the division and consider employees personal needs and personal life demands. Bearing this in mind, remuneration packages need to be structured more appropriately to suit the different lifestyle needs of the employees. Management need to improve communication with the staff in order to reduce perceptions of favouritism, race discrimination, and gender inequity. The research also found strong relationships existing between intrinsic factors, extrinsic factors and equity suggesting that all factors play an important role in improving employee motivation levels.