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Quitter ou rester : analyse des profils d'intention de départ d'agents en centre de contact clients


  • Michel Cossette
  • Alain Gosselin


Studies presented in this paper adopted a perspective not yet investigated in employee turnover models. We proposed the use of distinct measures of intention to quit for another job inside the organization and outside the organization, and the use of a measure of intention to stay in the job. Based on these measures, a first study was conducted on a sample of 454 employees working in call centers. Results suggested the existence of 4 distinct profiles. The second study aimed to further investigate the usefulness of these profiles in our comprehension of the employee turnover or retention process. The four profiles obtained differential results on several variables such as attitudes toward the job and organization, job search efforts and behaviour, and different types of turnover (voluntary, involuntary and internal). Les études présentées dans le présent cahier adoptent une perspective inexploitée dans les modèles du roulement du personnel en proposant l'utilisation des mesures de l'intention de quitter au sein du même employeur ou pour un autre employeur, ainsi qu'une mesure de l'intention de rester. La première étude, menée auprès de 454 employés de centre de contact-clients, a permis de cerner quatre profils distincts à partir de ces mesures d'intention. La deuxième étude visait à mieux cerner l'utilité de ces profils pour la compréhension du processus de roulement ou de rétention du personnel. Ainsi, les quatre profils ont obtenu des résultats différents quant aux attitudes envers le travail et l'organisation, aux démarches de recherche d'emploi, ainsi qu'aux types de roulement du personnel (volontaire, involontaire et interne).

Suggested Citation

  • Michel Cossette & Alain Gosselin, 2009. "Quitter ou rester : analyse des profils d'intention de départ d'agents en centre de contact clients," CIRANO Working Papers 2009s-40, CIRANO.
  • Handle: RePEc:cir:cirwor:2009s-40

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