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• W2978978438 abstract "The growth rate of call centers in Malaysia is encouraging. It is reported that Malaysia has the largest number of contact centers followed by Singapore, India and the Philippines. Thus it offers remarkable employment opportunity to Malaysian citizens. However, statistics reported that an average of 56% of call center agents resigned in a year and their average working time in these centres is only about 15 months. One of the reasons is because working in a call center is stressful. As call center agents, they need to cope with the demand and expectation of the customers in respect of the products and services offered. The agents need to prepare themselves to manage and deal with customers. If they fail to do so, it can cause mental and physical stress. In addition, the bad effects of stress are not only to employees but to the organization as it will have to deal with employees with low morale. It will also face high employees' turnover, low productivity and increased absenteeism. The turnover among call center agents also add to increasing recruitment and training cost as well as in reducing quality in call center operations. Stress management techniques can help employees to deal effectively with stress in their work life by identifying the specific stressors and taking positive actions to minimize their effects. The techniques that are suitable to prevent stress at the workplace include time management, relaxation and physical exercise. Thus, this study identifies the best stress management technique and its influence on employees' retention among Malaysian call center agents. Out of 100 questionnaires distributed to one contact center handling inbound calls for telecommunication service, 98 were useable. The finding indicated that relaxation is the best technique in maintaining employees' retention. This article ends with the suggestion for the organization to implement various programs to maintain the well-being of employees." @default.
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• W2978978438 date "2013-01-01" @default.
• W2978978438 modified "2023-09-24" @default.
• W2978978438 title "The Influence of Stress Management Techniques on Employees' Retention: A Study on Call Center Agents in Malaysia" @default.
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