Call centre turnover intentions and personal attributes of agents

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The research explores the dual nature of call center environments in South Africa, contrasting high demands and strict conditions with the perception of these jobs as white-collar opportunities for growth and education. It highlights how resilient agents manage stress, challenging the negative portrayal of call centers as "sweat shops" in other regions. The study reveals that, despite issues like low pay and lack of control, call centers can provide valuable economic opportunities and personal development for workers.