It is with regards to these facts that the researcher has endeavored to investigate the reasons behind such poor quality service and high employee turnover in the company’s customer contact division. The research revealed that the managers faltered on number of levels within the framework of strategic human resource management. Their authoritarian type leadership combined with the absence of adequate training and development facilities as well as reward and recognition framework has significantly deteriorated the motivation level of several employees which in turn increased the employee turnover in the customer contact center.
Therefore, after exploring the ongoing situation in Tengo’s customer contact centre, the managers are recommended to follow a follow a team leadership style by emphasizing on the welfare of the employees as well as having adequate training and development programs in place. They are also advised to have proper payment and reward packages in order to boost the engagement level of the employee base by appreciating their effort through appropriate compensations. In addition the managers should also make the employees an integral part of the organizational decision making process in order to make them feel valued within the company. It is expected that the adoption of these measures are likely to remedy the employee turnover issue in the company.
Managing human resource within an organization is arguably the most important responsibility that needs to be handled with utmost sincerity and care by human resource managers (Armstrong, 2012). HR managers need to have a thorough knowledge of the competency and skill sets of the employee base in order to allocate them in different functional departments as per requirement. Shuffling the workforce skillfully is an art and this activity serves as one of the fundamental determinants of organizational success (Hendry and Pettigrew,