Factors influencing absenteeism and intention to leave in a call centre

Abstract

Personal, job, as well as contract characteristics and workplace attitudes were related to frequency of absenteeism and intention to leave of call centre employees. Frequency of absenteeism and intention to leave were found to be mainly influenced by contract characteristics and workplace attitudes, while job characteristics and personal characteristics were less important. © 2007 The Authors Journal compilation © 2007 Blackwell Publishing Ltd.