How you gonna call? : En studie om verksamhetsstyrning och motivation inom callcenterbranschen.

Sammanfattning: The purpose of this thesis is to investigate how the management of smaller call centercompanies in Sweden governs to motivate their employees. In addition, the purpose is toinvestigate whether there is a difference in how management manages to motivate its staffand what the employees are motivated by. This has been done through a qualitative methodvia interviews at three different companies. Our sample for our interviews consisted of fivemanagers and five employees. Together with the empirical evidence are motivated theoriesanalyzed. This essay came to the conclusion that company culture is the common instrumentfor what management at smaller call center companies sees helps to retain the employees.This together with other instruments such as performance-based salary, which themanagement used differently at the different companies. Further the result showed that thereis a difference in certain parameters, such as performance measurement, between what theemployees get motivated by and how the management works with different control systemsinstruments to motivate their staff.