Abstract
Call centre operations are a leading industry in South
Africa for employment. Call centres are plagued by
high levels of employee turnover and are challenged
by ensuring employee commitment. The study sets out
to evaluate organizational commitment within a call
centre. The study is quantitative in nature and follows
a cross sectional approach. Data was collected using a
convenience sample, which yielded a response rate of
282 respondents. An existing questionnaire was
utilized for organizational commitment by Meyer &
Allen (1997) and the retention factor scale by Döckel
(2006). To ensure internal consistency, the
psychometric properties of the questionnaire for
validity and reliability were assessed using Factor
Analysis and Cronbach’s Coefficient Alpha.
Descriptive and Inferential statistics were employed.
The findings of the study reflect that retention factors
will enhance the commitment of call centre agents,
and male employees experienced higher level of
commitment.