A study of the communication-related variables that contribute to the job retention of call center agent the case of eTelecare
The call center industry is a component of Business Process Outsourcing (BPO) which functions by outsourcing services in order to lower operational costs. However, the Philippine BPO industry experiences a 30% call center agent turnover rate. This research sought to identify and analyze the communic...
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| Format: | Thesis |
| Language: | English |
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Quezon City
College of Arts and Letters, University of the Philippines Diliman
2008.
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