WHAT MOTIVATES THE EMPLOYEE IN THE CALL CENTER? CASE STUDY: CALL CENTERS OPERATORS IN ANTANANARIVO, MADAGASCAR.

HAINTSOSOA, RABETOKOTANY (2018) WHAT MOTIVATES THE EMPLOYEE IN THE CALL CENTER? CASE STUDY: CALL CENTERS OPERATORS IN ANTANANARIVO, MADAGASCAR. S2 thesis, UAJY.

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Abstract

Madagascar becomes one of the countries where the number offshoring’s work increases every day. Today, the organization which practices the activity of offshore is capable to survive in front of the economic crisis, because they manage the motivation and the commitment of their workers and the rewards of the labor are much cheaper. The objective of this paper is to analyze the motivation of the employee in the field of the call center’s work. Furthermore, this analysis aims to establish strategies and politics for the motivation and retention of the employee in this domain. The study used a qualitative methodology for its analysis. Data was collected by interviewing sixteen (16) call center operators. Hence this research has mainly undertaken some themes which described the perception of the call centers operators (CCOs) about their motivation in their work. Following the results obtained, the discussion will be made in order to maintain the the motivation of the employee who works in the sector of the call center, especially in Antananarivo, Madagascar.

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