Rotatividade de funcionários no setor de call center: um estudo de caso na empresa Delta em Campina Grande-PB.

Abstract

This study consists of a survey conducted in a company's call center industry in the city of Campina Grande - PB. The objective of this study was to analyze the main reasons that influence employee turnover, the perception of attendants, former attendants, managers and supervisors of a call center company in Campina Grande. Regarding the methodology adopted, a purposive sample and non-probability there was a exploratory and descriptive research in the case study method and was used, in which the participants were selected from the snowball method (snowball). The data obtained was done qualitatively and quantitatively through the methods of distribution of frequencies and descriptive data analysis. The fact that many employees do not feel that their work is recognized and valued, as well as pay and benefits that do not meet your needs, in addition to changing times, the stressful environment and the company's management, which shows inefficient, state that the dissatisfaction of employees is not only related to the work done, but also the way they are managed and how they perceive the administration. However, in view of the company's managers, the problem of turnover arises due to indiscipline and lack of patience of the staff. As direct consequences of turnover, it was found that, in addition to the financial costs inherent to the process, there is a shortage of labor, as with the ongoing process of employee output the time will come that the company will run out of options hiring. However, turnover is a very broad topic and subjective, therefore, from this study, it can be inferred not accurate results that explain the phenomenon in the company, nor in the sector, as each company has its specificities and each individual thinks of differently.