Rotación de personal en los Call Center de Mérida, Yucatán, México

Abstract

The work put objective of analyzing the staff rotation in the Call Center of Merida, Yucatan to identify the factors that determine, on the workers, intention to remain in their jobs. The research developed through a cross-sectional descriptive design and data collection applied a semistructured interview certifi cate to 120 employees and an interview guide to the operation managers of three companies. The results show that in the studied fi eld, workers earn a high and fair wage but not satisfactory, that the vast majority of they reach the company´s productivity indicators which is determined by the wages and the achievement of objectives, and that work in Call Center is functional resulting in a high rate of staff turnover. It is concluded that wages, direction, moral and materials stimuli and staff motivation in these companies, are the main factors that relate to the observed staff rotation.