WORK ENVIRONMENT AND EMPLOYEE ENGAGEMENT AT CALL CENTRE IN MALAYSIA: A CONCEPTUAL STUDY

Abstract

Employee engagement is very important for organizational success because it highlights efficiency, motivation, and profitability. Employee engagement refers to the enthusiasm and dedication of employees to their tasks and organizational goals. Engaged employees contribute their capabilities and expertise, which increases organizational effectiveness and fosters a harmonious work environment. This intended study examines the relationship between work environment and employee engagement in a call centre at a telecommunications company in Malaysia by employing Social Exchange Theory. This theory believes that the relationship between employees and organizations is formed through social exchanges involving rewards and reciprocity