SOUZA, C.C.M.P.; SOUZA, Carla Cristiane Meira Petronilo de.
Resumen:
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.
