Browsing by Author "Mwangi, Grace Wangui"

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    A Study on The Role of Employee Retention Strategies on Organizational Performance: A Case of Safaricom Ltd Call Centre
    (Daystar University, School of Business and Economics, 2014-05) Mwangi, Grace Wangui
    This study sought to determine the role of employee retention on organizational performance. The study was based on three objectives which were to determine the effects of employee retention on organizational performance, to establish the retention strategies that can enhance organizational performance and to establish the challenges of employee retention at Safaricom Ltd. The study used descriptive research design to get information. Out of a population of 2667 employees, 750 employees were considered for the study. Taking a sample size of 10% from the 750 employees, 75 respondents were included in the study. The main data collection instrument used for the study was a questionnaire. Also, two managers were interviewed. Pretesting was done to test the validity and reliability of the questionnaire. Data analysis was done using Statistical Package for the Social Sciences (SPSS). The study found that employee retention strategies enhance organizational performance positively. The study further found out that career growth in Safaricom were limited, tasks were monotonous, call centre agents were not satisfied their pay and benefit packages were not competitive. Hence the study made recommends that organizations should focus on retaining their key employees for better organizational performance. HR department should find avenues of ensuring that the call centre agents do not stay in the same role for more than two years by allowing them to work in other departments based on their skills, educational qualifications and performance. This would ensure that growth opportunities and career prospects are something to look forward to. HR should structure the job in the call centre in a way that its challenging, interesting, allows some form of autonomy.