Assessment of Contact Centre Turn Over -Case Study MTN Sudan-

Abstract

This study aimed to find solutions for the high turn over in contact centers –MTN Sudan as an example - and also how to keep contact center employees satisfied and the role of the top management regarding this issue. The key ingredient in a call center’s operational efficiency is labor; a model applied to an actual call center situation MTN Sudan with adjusted data and discussed the managerial implications. Study was analytical in nature and questionnaire was used to collect data which is collected from 30 contact center agents with different work experience, statistical analysis of (SPSS) used to test the hypothesis. As a result of the assessment contact center agents are not satisfied with the salaries and the job is a step to work in the organization, furthermore and relevant to the recommendations and suggestions to satisfy the contact center agents and decrease the turn over rate.