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Effective approaches to motivate employees can be seen as the essential supplemental nutrition for enhancing employees’ performance in any service business. Due to this notion, this study seeks to investigate the approaches that can influence the motivation level of call centre employees in outsourcing company in Malaysia. Malaysia has become as one of the popular destination for outsourcing besides India and Philippines. The availability of local graduates and their ability to converse in English were believed to be among the popular reasons. There are various approaches that could be employed to measure the level of employee’s motivation. However, the researcher plans to employ the approaches consisting of employee ownership, teamwork/gain sharing, pay for knowledge, pay for performance and job enrichment for this study. By conducting this study, outsourcing companies will be able to gain insight that can help them to improve which indirectly will boost employee’s motivation and satisfaction.

The Approaches that Influence Call Centre Employees’ Motivation in Malaysian Outsourcing Company