Differences in call centre agents’ perception of their job characteristics, physical work environment and wellbeing

Noleen Miller,Rozenda Hendrickse

doi:10.21511/ppm.14(1).2016.06

Abstract

Orientation: job characteristics and physical work environment of call centres have an impact on the wellbeing of call centre agents. Research purpose: the aim of this study is to determine whether there are differences in male and female call centre agents’ perception of their job characteristics, physical work environment and wellbeing. The study also aims to investigate whether there is a significant relationship between the wellbeing problems encountered by call centre agents and the job characteristics and physical work environment factors. Motivation for the study: wellbeing in call centres is a concern and therefore necessitates a study in understanding the factors of the work environment that negatively impact the wellbeing of call centre agents. Research design, approach and method: a quantitative research approach was employed to gather the data for the study, utilizing a structured questionnaire. The sample (n = 275) consisted of call centre agents from four companies situated in the Cape Metropole. Main findings: call centre agents had the same perceptions of their job characterises. Differences in perception were found with the physical work environment and wellbeing. Significant relationships between job characteristics, physical work environment and wellbeing were found. Contribution/value-add: the study contributes to the literature and knowledge of the workplace environment and wellbeing of call centre agents

Highlights

Research design, approach and method: a quantitative research approach was employed to gather the data for the study, utilizing a structured questionnaire
In a study conducted by Garcia & Archer (2012) they found that the working conditions in call centres affect the opportunities that call centre agents have to organize their own work and diminish their sense of freedom for decision making
Call centre agents can make decisions and use their discretion in the way they solve client queries and problems. They still do not have control over their working hours as indicated in the demographics, the results from the job demands as well as performance monitoring sections indicate that call centre agents do not have control over performance targets, call queues, performance monitoring and the little discretion that they have to make decision needs to be in line with the organizations goals

Summary

Introduction

Approach and method: a quantitative research approach was employed to gather the data for the study, utilizing a structured questionnaire. Main findings: call centre agents had the same perceptions of their job characterises. Differences in perception were found with the physical work environment and wellbeing. Significant relationships between job characteristics, physical work environment and wellbeing were found. Contribution/value-add: the study contributes to the literature and knowledge of the workplace environment and wellbeing of call centre agents. Call centres are an alternative means of contact between the customer and the organization and it eliminates the high costs of one-to-one interaction (Möller, Crous & Schepers, 2004). Call centres are important constituents of services that organizations offer customers by means of solving problems, resolving complaints and providing information (Lywood, Stone & Ekinci, 2009). Whilst call centres are offering companies benefits in terms of cost savings and generate huge amounts for the economy, not enough emphasis has been placed on the job characteristics and physical work

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Conclusion