Influence of Leadership Style on Commitment of Contact Centres Agents

This article mainly focused on establishing the influence of leadership style on commitment of contact centres agents in Nairobi, Kenya. Specifically, autocratic, transactional and transformational leadership styles were investigated in this study. An exploratory research design was adopted in studying 325 agents from Horizon and Jambo Contact Centres between November and December 2013. Descriptive and inferential statistics were used to analyse data collected in questionnaires. The findings showed that leadership style has a significant influence on commitment of contact centre agents.