Factors influencing absenteeism and intention to leave in a call centre |
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| Authors: | René Schalk, Adrië nne van Rijckevorsel |
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| Affiliation: | Department of Organization Studies at Tilburg University in the Netherlands; Customer Contact Center of a large bank in the Netherlands |
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| Abstract: | Personal, job, as well as contract characteristics and workplace attitudes were related to frequency of absenteeism and intention to leave of call centre employees. Frequency of absenteeism and intention to leave were found to be mainly influenced by contract characteristics and workplace attitudes, while job characteristics and personal characteristics were less important. |
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