Job satisfaction and intent-to-leave among collection industry representatives

The need for collection representatives has prompted researchers to examine the main causes of industry job satisfaction and turnover. This study describes how employees report both their ratings of importance and their satisfaction with Spector's facets of employment, identifies opportunities for improvement, and explores the relationship between low ratings of satisfaction and call center representatives' intent to leave the collection industry. A descriptive survey method was utilized. The response rate was 70%. Mean and standard deviation were used to report staff perception of importance and satisfaction of the Job Satisfaction Survey. Cartesian plots were used to determine what facets had the greatest opportunity for improvement. Frequency distribution was used to analyze how staff reported their intent to leave the unit. Pay, promotion, coworkers, operating procedures, and communication reported lowest levels of satisfaction. Intent to leave the job and actual separation were two different indicators.