Análisis de las causas de deserción laboral y estrategias de retención en centros de llamadas de Medellín
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Date
2024-11-26
Advisors
Editors
Journal Title
Journal ISSN
Volume Title
Publisher
Corporación Universitaria Minuto de Dios
Type
Monografía
Rights
Acceso Restringido - http://purl.org/coar/access_right/c_16ec
Abstract
La deserción laboral es un fenómeno que se ha ido presentando en la organización, tiene característica de abandono del puesto de trabajo voluntario, esto se da antes del término de contrato estipulado. Se ha convertido en una gran problemática para la organización porque sus costos aumentan cada vez que un agente opta por renunciar de la organización, además también afecta en la productividad y el clima organizacional de los otros agentes ya que hay exceso de carga laboral por el ingreso de nuevos agentes que carecen de conocimiento y experiencia. Los factores que lleva a tomar la decisión son porque sienten excesiva carga laboral, estrés, no sienten la oportunidad de crecimiento dentro de la organización, falta de motivación, se sienten inconformes con el salario y puestos de trabajo, problemas personales. Esto ha llevado a la organización a implementar estrategias con el fin de lograr la retención del personal y se ha propuesto, dar un salario competitivo en el mercado, permitiendo a los agentes tener horarios flexibles dentro de los horarios estipulado por la ley, motivar con bonificaciones, brindar capacitaciones para incentivar el crecimiento dentro de la organización, promover la comunicación y un ambiente saludable de trabajo en donde los agentes sientan clima laboral agradable, además se implementa las mejoras constantes para obtener los resultados esperados y disminuir el impacto en la deserción laboral en la organización.
Labor desertion is a phenomenon that has been occurring in the organization, it has the characteristic of voluntary abandonment of the job, this occurs before the end of the stipulated contract. It has become a major problem for the organization because its costs increase every time an agent chooses to resign from the organization, it also affects productivity and the organizational climate of the other agents because there is an excess workload due to the entryof new agents who lack knowledge and experience. The factors that lead to this decision are excessive workload, stress, lack of opportunity for growth within the organization, lack of motivation, dissatisfaction with salaries and jobs, and personal problems. This has led the organization to implement strategies in order to achieve staff retention and has been proposed,giving a competitive salary in the market, allowing agents to have flexible schedules within the hours stipulated by law, motivate with bonuses, have training to encourage growth within the organization, promote communication and a healthy work environment where agents feel a pleasant working environment, and other constant improvements are implemented to obtain theexpected results and reduce the impact on labor desertion of the organization.
Labor desertion is a phenomenon that has been occurring in the organization, it has the characteristic of voluntary abandonment of the job, this occurs before the end of the stipulated contract. It has become a major problem for the organization because its costs increase every time an agent chooses to resign from the organization, it also affects productivity and the organizational climate of the other agents because there is an excess workload due to the entryof new agents who lack knowledge and experience. The factors that lead to this decision are excessive workload, stress, lack of opportunity for growth within the organization, lack of motivation, dissatisfaction with salaries and jobs, and personal problems. This has led the organization to implement strategies in order to achieve staff retention and has been proposed,giving a competitive salary in the market, allowing agents to have flexible schedules within the hours stipulated by law, motivate with bonuses, have training to encourage growth within the organization, promote communication and a healthy work environment where agents feel a pleasant working environment, and other constant improvements are implemented to obtain theexpected results and reduce the impact on labor desertion of the organization.
Description
Identificar cuáles son las principales causas de la deserción laboral en centros de llamadas en la ciudad de Medellín.
Keywords
Agents, Labor turnover, Retention strategies, Work-related stress, Agentes, Deserción laboral, Estrategias de retención, Salario emocional