FACTORS AFFECTING THE MOTIVATION OF EMPLOYEES: AN EMPRICAL RESEARCH ?N CALL CENTER SECTOR

Abstract

The aim of this study is to identify the factors that affect the motivation of employees in call center sector and to identify their main motivators. A questionnaire was applied to 721 employees working in the call center businesses operating in Turkey. The data obtained from the survey were analyzed using SPSS program. During the analysis phase of the data; descriptive statistical methods, correlation and reliability analysis, exploratory factor analysis and parametric analysis tests were used. According to the results obtained in the research, the factors that highly affect the motivation of the employees in the call center sector are mainly as follows: taking responsibility in new and difficult tasks, learning and development opportunities, getting necessary support from colleagues and managers and taking permissions when it is needed. The study also examined whether motivation varies according to demographic characteristics and suggestions were made to decision makers and future studies.