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Control And Surveillance In A Call Centre

1871 words - 8 pages

Meaning of Motivation

Arguably people are motivated by many things, some positive others not. Some motivating factors can move people only a short time, others can drive a person onward for years.
When discussing motivation definitions it is important to understand that the term 'motivation definitions' describes the 'emotional force' used to move people towards an action. People can impart these forces on themselves as 'Self - motivation' or on others as motivators.

Motivation has been defined by different authors in various ways. The most interesting and most properly defined are the following definitions:
 S. Hall (1968) believes “motivation to be a process where members of ...view middle of the document...

S. Hall’s definition of motivation didn’t mention about unconscious factors and are based just on human factors. If more different factors, then more people are motivated.
Motivation means something can push people to do their best to achieve goals and to be satisfied with the job they've done. Motivation is very important for business development, because unmotivated staff is not so patriotic to work then motivated staff. Unmotivated staff brings to work ill humor, and works with lee dedication.
Motivational Theories in relation to the scenario

Herzberg’s original research was undertaken in the offices of engineers and accountants rather than on the factory floor and involved interviewing over two hundred employees. His aim was to determine work situations where the subjects were highly motivated and satisfied rather than where the opposite was true and his research was later paired with many studies involving a broader sampling of professional people.
In his findings Herzberg split his factors of motivation into two categories called Hygiene factors and Motivation factors. The Hygiene factors can de-motivate or cause dissatisfaction if they are not present, but do not very often create satisfaction when they are present; however, Motivation factors do motivate or create satisfaction and are rarely the cause of dissatisfaction. Hygiene Factors are leading to dissatisfaction but Motivators are leading to satisfaction.

Relation to Herzberg's motivational theory seems that call centre's employees more demotivated than motivated. Charter has changed requirements for the work, not changing working conditions for employees. The strong side of motivation is that the financial sector, despite the recent recession, is one of the largest users of call centre's and still increasing demand for the company's services and products, because it is very important to be confident in the stability of the employer. But there are many weakest sides in Charter's policy and working conditions. The inhumane management, the pressure on staff and monotony out of work are leading to fear of coming to work, to fear of seeking an advice from supervisor, boredom at work, reluctance to work and etc. All these factors lead to dissatisfaction and as the results of this could be loss of staff in the future.

Motivation factors Hygiene factors
 Work in financial sector
 Demands increasing for the company's services and products  Management being inhumane when dealing with call centre staff
 Call monitoring systems and the use of exacting scripts when answering callers have increased pressures on staff
 The monotony out of work
 Freeing workers up to enable them to take on more creative tasks it is often being used to chain them more firmly to their workstations

Another motivational theory is Adams' Equity Theory calls for a fair balance to be struck between an employee inputs (hard work, skill level, tolerance, enthusiasm, and so on) and an...

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