Job Shock Influence on High Employee Turnover in Call Centers: A Qualitative Phenomenological Study

Job Shock Influence on High Employee Turnover in Call Centers: A Qualitative Phenomenological Study

Author: 
Carmen N. Posey
Program of study: 
D.M.
Abstract: 
A problem for many call centers is high employee turnover. Based on existing research, job shock contributed to high employee turnover in other industries and job types. Job shock is defined as unexpected events that cause employees to express their opinions about their jobs and eventually decide to resign voluntarily. Qualitative research is missing about call center employees and job shock influence on employee turnover. The purpose of this qualitative study was to explore call center representatives’ experiences with job shock to help explain voluntary employee turnover and gain an understanding of the job shocking events that led to a decision to resign voluntarily from the call center. Ten participants were selected for the study, all had been previously employed as a call center representatives with a service-based call center in the metropolitan area of Atlanta, Georgia; and voluntarily resigned from their jobs because of a job shocking event. Data saturation occurred after interviewing the 10 study participants. The interview responses were analyzed and revealed four dominant themes that implied job shocking events influence employee turnover. The results of this phenomenological transcendental reduction qualitative study contributed knowledge to leaders for understanding the underlying causes of high turnover by examining the lived experiences and perceptions of call center employees, who experienced job shocking events and voluntary turnover. This qualitative study provided opportunities for management and leaders to develop progressive employee retention strategies and initiate effective organizational change to decrease voluntary employee turnover among call center representatives.
Dedication: 
I dedicate this work to my Lord and Savior, Jesus Christ and my mother, Linda Y. Hunter, my sister, Dana-Lynn Posey; our labor is not in vain. This work is dedicated in remembrance to my father, Glenn D. Posey and my grandparents Robert and Williana Posey and Eddie and Geraldine Warner. I know you are watching from afar. I hope you are proud of me.
Acknowledgements: 
I would like to thank my Heavenly Father and my Savior, Jesus Christ for allowing me to complete this doctorate. I thank God for His grace and mercy given to me during the last four years. I could not have completed this degree without God. God gave me strength, faith, and trust to see a successful end to this doctorate program. I would like to acknowledge my family, friends, colleagues, professors, and teachers who inspired and supported my learning journey. To the chair of the committee, mentor, Dr. Anshila (Anne) DeClouette, for her relentless dedication to helping accomplish this great task. Her spirit and capacity to inspire is an amazing asset to me. Thank you, Dr. Anne for all your hard work, time, and moments of tough love. I am genuinely grateful. To my committee members, Dr. Luciana Crawford-Starks and Dr. Edward M. Coufal, thank you for your dedication and assistance continuously throughout this process. Your time and expertise is a valuable asset to me. Thank you, to my study participants for your time and participation. I am truly grateful. I have a special thank you to my mother, Linda, who always stressed the importance of an education. Thank you to my sister, Dana-Lynn for your support and encouragement during this doctoral journey and taking care of me in so many ways. I am grateful and appreciate you so much. Thank you to Charles Hunter, Delane Jones, Darlene Warner, Posey family, a host of other family and friends, and the Historic Ebenezer Baptist Church for your encouragement, support, and prayers. Thank you to Sonya Perry for being my spiritual mentor and for listening and providing guidance to me during one of the most important phases in my life. Thank you to Demetrius Holmes, Lakiesha Hampton, and Min. Dr. Anna Shanklin, my personal cheerleaders, great friends who cheered me on, prayed, and offered support.