Effects of Workplace Counselling on Job Commitment, Productivity and Retention among Call Centre Employees in Nigeria’s Telecommunications Industry.
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This study investigated the effects of workplace counselling and the mediating influences of gender, age, qualification, course of study and organizational tenure on the job commitment, productivity and retention of call centre employees in Nigeria’s telecommunications industry. The study utilized descriptive survey in the first phase to obtain baseline data while the second phase was quasi-experimental pre-test post-test control group design used to assess the effect of the training programmes on participants. A total of 361 respondents were initially drawn by stratified sampling from three telecommunications companies to provide baseline data for the study. However, the final sample drawn proportionally consisted of 101 (46 male and 55 female) call centre employees identified as those having challenges with commitment, productivity and retention. Six hypotheses were formulated to guide the study. Respondents went through an assessment test to qualify for the treatment using three instruments: Meyer’s (1997) Organizational Commitment Scale, Koopman’s (2002) Presenteeism Scale and Purani’s (2007) Job Satisfaction Scale. Three other research instruments were also used to obtain relevant data for the study: Employee Commitment Assessment Questionnaire (ECQA), Employee Productivity Assessment Questionnaire (EPAQ) and Retention Check Index (RCI). The data collected were analyzed using Analysis of Covariance (ANCOVA) and Multiple Regression statistical tools as applicable. The findings indicated that workplace counselling has positive impact on the commitment, productivity and retention of call centre employees. The effects of gender, age, qualification, course of study and organizational tenure were also discussed. The results of this study were situated within the existing body of knowledge and their implications for Counsellor Education were discussed. Some conclusions were drawn, a number of recommendations were made and suggestions for further studies in this area were also proffered.
A Thesis Submitted to the School of Postgraduate Studies, University of Lagos.
Workplace Counselling , Job Commitment , Productivity and Retention , Telecommunications Industry , Research Subject Categories::SOCIAL SCIENCES::Social sciences::Education
Oputa, E.R (2014), Effects of Workplace Counselling on Job Commitment, Productivity and Retention among Call Centre Employees in Nigeria’s Telecommunications Industry. A Thesis Submitted to University of Lagos School of Postgraduate Studies Phd Thesis and Dissertation, 282pp.