Abstract This is a case study about the Topinhar Call Centre, in which three management literatures are studied to analyse and develop the problems in the Topinhar Call Centre. In this case study, the performance can be considered as a function of ability and motivation. As a result, the importance of employee motivation is recognised, and the factors about the motivation are addressed. Finally, some recommendations for overcoming the problems at the call centre are …showed first 75 words of 2269 total…

…showed last 75 words of 2269 total…creating harmony in the call center', Telemarketing, Vol.11, Iss. 8, pp. 53 - 57. Ramlall, S 2004, 'Review of employee motivation theories and their implications for employee retention within organizations', Journal of American Academy of Business, Cambridge, Vol. 5, Iss. ½, pp 52 - 63. Wood, J, Chapman, J, Fromholz, M, Morrison, V, Wallace, J, Zeffane, RM, Schermerhorn, JR, Hunt, JG, & Osborn, RN 2004, Organisational behaviour - a global perspective, 3rd edn, John Wiley & Sons, Milton, Qld.