ETT TEAM ÄR ENDAST LIKA STARKT SOM DEN SVAGASTE MEDLEMMEN - En studie om hur teamledare på ett Callcenter arbetar med motivation

Abstract

The chosen topic of this Bachelor Thesis is motivational work and how it is conducted in Call centers. Call centers are generally characterized by a high rate of staff turnover and was therefore an interesting field to research. The aim of this Bachelor Thesis is to investigate how team leaders in Call centers motivate their team members, what kind of limitations and tools they have and finally how their performance de facto affect motivation from a theoretical standpoint. In order to collect data, several interviews were conducted with team leaders in a specifically selected unit. To our surprise we discovered that different team leaders differ in the way they instigate motivation, despite sharing common goals and premises. Our conclusion is that classical and modern theories of motivation lack the capacity to explain the success of each team and that the results of our study thus contradicts formerly established theories. Moreover, this study contributes to the assumption that motivation is individual and there is no universal method or need which can be said to apply for all humans. Thus the optimal way to conduct motivational work in teams is by adapting the incitements for each and every individual.