This secondary report mainly focus on poor services performance in Tengo Ltd and factors which leads mostly to the employees dissatisfaction. Using theories of HR practices and strategies, some problems were identified in this case such as; lack of trained workers, high work pressure, lack of motivation, poor emotional intelligence, lack of positive feedback and poor reward system. Recommendations were outlined at the end of this report on how Tengo Ltd can solve the problem of poor customer service and high rate turnover and overcome the future challenges. Some of the key issues to be discussed on this report are as follows;
• Causes of poor customer service quality
• High labour turnover in call centre
• Remedy 'Turnover'
• Is turn over likely to be universally ' dysfunctional'