Call Center Employees Research Articles

A Conceptual Model of the Relationship between Quality of Work Life and Employee Engagement among Telecommunication Call Center Employees in Malaysia

Employee engagement has been one of the deepest issues for organizations. Organizations are currently struggling to survive due to the tough current economic environment, whereas the only tool for the organization to achieve a competitive advantage is by engaging employees to foster a competitive edge in the marketplace. Previous studies discovered that employee engagement in Malaysia is still steadily improving but falling behind its neighboring countries, including Indonesia and the Philippines, with the result rising only by four points to 63%. In addition, it was revealed that our country still ranks among the lowest in the region. This study focuses on employee engagement among call centers at selected telcos in Malaysia. There are many theoretical approaches to examining the quality of work life and employee engagement. Hence, this study adopted the Spillover Theory and Self-Determination Theory to explain the relationship between independent variables and employee engagement.

Quality of home-work environment and crises: a case study of call center employees

The home-work environment theme has received high attention post-COVID-19 pandemic. This suggested the need to assess the quality of the indoor home-work environment in terms of telecommuters' performance and satisfaction. The study investigated the performance of telecommuters in a call centre of a telecommunications company in Jordan based on the performance assessment data collected before, during, and after the COVID-19 period. A survey was conducted to examine telecommuters' satisfaction with the quality of the indoor home-work environment in the spatial, behavioural and environmental dimensions. A comparative analysis of key performance indicators was conducted. The results affirmed a relationship between indoor home-work environment quality, employee performance and satisfaction. The analysis demonstrated that behavioural and environmental changes could improve the three factors. Thus, recommendations were made to improve telecommuting settings to facilitate health, well-being, and sociocultural sustainability for new and existing housing by designing more resilient housing suites in several industries.

금융업 콜센터근로자의 직무스트레스 실태와 근골격계증상과의 상관성 연구

Objective: This study aims to identify the current prevalence of occupational stress and its association with work related musculoskeletal(WRMSD) symptoms among call center employees in the financial services industries. Methods: In order to determine the current status of the stress, the average of the surveyed stress was compared with national workers’ reference values, especially with “borderline/high-risk group”, and the characteristics of the stress and the prevalence of WRMSD symptoms were investigated according to the general characteristics. To determine the correlation between the stress and WRMSD symptoms, the 7 body regions were used as the dependent variables, and the 7 occupational stressors were used as the independent variables for logistic regression analysis. 145 financial services call center workers in Seoul were surveyed and SPSS.22 was used for statistical analysis. Results: The most influential stressor was job demand. It showed the highest stress level out of 7 stressors, and not only did it significantly exceeded the range of “borderline/high-risk group” but also more number of people fell into the “borderline/high-risk group” while increasing the likelihood of developing WRMSD symptoms more than any other stressors. Conclusions This study suggests that financial services call center employees are experiencing higher levels of occupational stress compared to other industries in a serious levels, and that the stress is one of the significant risk factors for developing WRMSD symptoms. In order to prevent and manage the WRMSD symptoms, overall level of the occupational stress must be reduced, especially focusing on job demand, and effective measures that are multicomponent and suitable for general characteristics are required.

Effectiveness of a psychoeducational group intervention to reduce public institution call center employee burnout: A pilot study

Effectiveness of a psychoeducational group intervention to reduce public institution call center employee burnout: A pilot study

The impact of leader’s humor styles on creativity and work engagement of call center employees in Jakarta

This study aimed to analyze the impact of a leader's humor style dimensions: affiliate humor style, self-enhancing humor styles, aggressive humor styles, and self-defeating humor style on creativity and work engagement. Data collected from 138 call centers from some of the Cell Phone Companies in Jakarta. The data collection technique used in this study is non-probability sampling with a purposive sampling method. The techniques used to analyze this research are instrumental tests such as validity, reliability, and hypothesis testing using Multiple Regressions with SPSS 25. The results of hypothesis testing in this investigation indicate that there is a positive effect of affiliate humor style on creativity and work engagement, a positive effect of self-enhancing humor style to creativity and a negative effect to work engagement, an adverse effect of aggressive humor style on creativity and work engagement, and a negative effect self-defeating humor style on creativity and work engagement. Managerial implications can be given so the leaders can use appropriate humor styles to increase employee's spirit in the workplace.

The Evolution of Customer Service: Identifying the Impact of Artificial Intelligence on Employment and Management in Call Centres

The transformative role of Artificial Intelligence (AI) is reshaping customer service within call centres. As AI technologies advance, there is a growing trend of automation replacing human agents in these service-oriented environments. The adoption of AI in call centers raises concerns about job displacement for human agents. The economic repercussions of this shift need to be carefully addressed to mitigate potential societal challenges. The economic impact of AI customer care and management is a dynamic interplay of cost efficiency, enhanced productivity, and ethical considerations. Striking a balance between technological advancement and societal well-being is imperative for a sustainable future of the industry.

ESG 활동의 지각이 불러오는 조직동일시와 직무만족, 그리고 회사의 성과: 하이테크 콜센터 직원들을 중심으로

ESG 활동의 지각이 불러오는 조직동일시와 직무만족, 그리고 회사의 성과: 하이테크 콜센터 직원들을 중심으로

The mediating effect of job satisfaction on the relationship between perceived overqualification, turnover intention and job performance among call center employees

The purpose of this paper is to examine two hypothetical models: one in which job satisfaction acts as a mediator of the effects of overqualification on turnover intention and performance, and another in which job satisfaction acts as a mediator of the effects of overqualification on performance. Data were collected from 318 call center employees in Portugal. The relationships were tested using a multiple regression hierarchy with PROCESS. As hypothesized, job satisfaction mediates the relationship between overqualification and turnover intentions. It appears that overqualification alone does not influence intention to quit, but rather does so via satisfaction. Job satisfaction also mediates the relationship between overqualification and job performance. However, perceptions of non-growth appear to be associated with a decline in contextual performance. The effects of overqualification on turnover intentions and job performance of call center employees have not been previously studied. Therefore, this study aims to fill this gap. Our study joins the small number of studies that analyze the mechanisms explaining the relationship between this mismatch between job demands and employees' perceived education, skills, experience, and work outcomes.

Digital Listener as a tool to enhance Customer Experience in projects

The present study focused on assessing whether customer service enhancement via digital listening leads to customer satisfaction and loyalty. To achieve this objective, the study employed a descriptive research and used survey as the main data collection method. Notably, the findings clearly indicate that the customers are highly aware of the concept of customer service enhancement and that they expect businesses to offer them competent and high-quality services.
 Further, the findings indicate that failing to use up-to-date digital listening technologies, difficulty in accessing the call centres, the call centre employees’ inability to understand the specific service needs required by the consumers and inability of the employees to provide customizable customer engagement services are some of the main issues associated with digital listening strategies. This research also focuses on the implementation of Digital Listener technology with the understanding towards how it may improve the professional attitudes between customers and employees. In addition, the findings indicate that providing relevant training to all employees on a regular basis, using up-to-date technologies and facilities, and employing big data analytic technologies are some of the specific strategies that can be employed by companies in order to effectively enhance the customer care services.
 Digital technology has been improving over the past 10 years as organization seek for fundamental ways through which they can adopt and implement digital listeners efficiently. This research aims at communicating the practical theory and the importance of customer care services being emphasized by different organizations. The research examines the effects of Digital Listeners in organizations and how this technology is of importance to companies, which aim at providing effective services and product delivery to their customers. The research also demonstrates how important customer service is to organizations as it measures the successfulness of their performance. The research upholds digital listeners as one of the tools being utilized by companies to enhance communication with their customers while enhancing their reach to more consumers. This research aims at studying and analyzing the idea of implementing Digital Listening to the new world while revealing how important this concept is towards earning more competitive advantage for organizations. The rareness of research in this field accounts for the importance of this research as it will help IT consultants and customer service advisers in the GCC region towards understanding concepts of digital listening in their region.
 Based on the research findings, therefore, the study approves the research hypothesis that customer service when enhanced properly leads to customer satisfaction and loyalty. Thus, the study concludes that maintaining customers and their loyalty require careful attention to the customer’s needs, strategically investigating what they seek and being able to provide the same in an enhanced manner.

High performance work practices and turnover intentions: A case of call Centre employees

Staff turnover is a major problem in call centers due to various factors leading to unfavorable outcomes including operational problems, poor customer service, higher training costs, and lack of competitiveness. In the present study, we investigated this issue by using the High-Performance Work System (HPWS) as a theoretical lens. We hypothesized that the extent of HPWS can negatively influence the staff turnover intention which we used as a proxy measure for actual turnover. The data is collected from selected call center employees (n=159). The results indicate that participants perceive a moderate level of HPWS components. Furthermore, the component of HPWS exerts a negative and significant influence on staff turnover intentions including recruitment and selection (β=-.412, P<.05); training and development (β=-.552, P<.05); job security (β=-.418, P<.05); and autonomy (β=-.306, P<.05); whereas, results for promotion (β=.051, P>.05); and communication (β=.107, P>.05) turned out to be insignificant. The result shows that HPWS is a significant predictor of employee turnover intention in the particular context of the call center, thus implying that the management of the call center should give attention to the employee management-related issues.

Knowledge Management and Assessment of the Online Learning System of Romanian Emergency Call Center Employees

Knowledge Management and Assessment of the Online Learning System of Romanian Emergency Call Center Employees

The Impact of Ethical Leadership on Employee Motivation and Voice. A Study on Call Center Employees in the TRA2 Region

The primary aim of the current research was to examine whether ethical leadership behaviors of managers in private call centers located in provinces in the TRA2 region affected employee voice and motivation. In the study, ethical leadership, employee voice, and employee motivation were examined conceptually, and studies in the literature conducted with the variables discussed in this study and their results were included. The hypotheses developed based on the proposed model in accordance with the study's aim were tested by path analysis and interpreted. The study population consisted of private call center employees operating in the TRA2 region. An online survey method via Google Forms was employed as the data collection method. The data acquired from the survey study were analyzed by utilizing the SPSS and YEM AMOS statistical programs. The analysis showed that managers' ethical leadership behaviors significantly affected employee voice and motivation, and employee voice also significantly affected motivation. The difference analysis performed in the research identified significant differences between gender and employee voice and motivation, between marital status and employee voice and motivation, between ethical leadership and education and seniority, and finally, between the province of work and employee voice and motivation.

Person-Job Fit and Psychological Meaningfullness as A Predictor of Work Engagement In Call Center Employees PT. X

The rate of turnover for employees in a company will be of particular concern because it involves the company's expenses which are not cheap. When recruiting employees, it is hoped that individuals will be compatible with their jobs, and this compatibility will make employees psychologically meaningful at work and be able to immerse themselves in or be attached to their work, so that employees can last a long time in the company and reduce the budget for the recruitment, selection, and training processes. This study aims to determine the effect of Person Job Fit and Psychological meaningfulness in looking at work engagement in employees. The subject is a call center employee of PT. X aged 20-45 years. This research uses quantitative methods, uses a measuring instrument with a questionnaire model on the variable person job fit, psychological meaningfullness and work engagement. The results of this study indicate that Person Job Fit and psychological meaningfulness affect work engagement in call center employees at PT. X. Variable Person Job Fit and psychological meaningfulness together contribute 71% to work engagement. There needs to be matching between individuals and jobs at the beginning, to reduce the turnover of employees.Laju keluar-masuk karyawan pada suatu perusahaan akan menjadi perhatian khusus, karena menyangkut pengeluaran biaya perusahaan yang tidak sedikit. Saat penerimaan karyawan diharapkan individu memiliki kecocokan dengan pekerjaannya, dan kecocokan itu membuat karyawan memiliki makna secara psikologi dalam bekerja dan mampu tenggelam atau memiliki keterikatan dengan pekerjaannya, sehingga karyawan pun dapat bertahan lama diperusahaan dan menekan anggaran proses rekrutmen, seleksi serta training. Penelitian ini bertujuan untuk mengetahui pengaruh dari Person Job Fit, Psychological meaningfulness dalam melihat work engagement pada karyawan. Subjek merupakan karyawan call center PT. X yang berusia 20-45 tahun. penelitian ini menggunakan metode kuantitatif, menggunakan alat ukur dengan model kuisioner pada variabel person job fit, psychological meaningfullness dan work engagement. Hasil penelitian ini menunjukkan bahwa Person Job Fit dan psychological meaningfulness mempengaruhi work engagement pada karyawan call center PT. X. Variable Person Job Fit dan psychological meaningfulness secara bersama-sama memberikan kontribusi pengaruh sebesar 71% terhadap work engagement. Perlu adanya pencocokan antara individu dengan pekerjaan diawal, untuk menekan keluar-masukknya karyawan.

Queue System Implementation at PT. Mulia Persada Indonesia Call Center Services

In this modern era, call centers have become an important element in providing efficient and responsive customer service. One of the main challenges faced by call centers is how to efficiently manage customer call queues. This study aims to implement a queuing system at PT Mulia Persada Indonesia's call center service by utilizing a computer network, with the aim of increasing the efficiency and effectiveness of customer service. This research also includes an analysis of network security using a Virtual Private Network (VPN) and point-to-Point Tunneling Protocol (PPTP) as a security method for call center network connections. The results of the study show that the use of PPTP in PT Mulia Persada Indonesia's network security provides significant benefits. Call center employees can connect to the corporate network through a secure connection, even from an external location such as home. This access allows them to access the queuing system and perform call center tasks effectively without having to be in a physical office. Meanwhile, the implementation of a queue system at PT Mulia Persada Indonesia's call center service has had a positive impact, namely increasing customer satisfaction. With an effective queuing system, customer waiting time can be minimized and calls can be handled quickly.

Çağrı Merkezi Çalışanlarında Sağlık ve Gıda Okuryazarlığı ile Sağlıklı Yeme Takıntısı Arasındaki İlişkinin İncelenmesi

Aim: The aim of this study was to examine the relationship between food literacy, health literacy, and healthy eating obsession in call center employees. Material and Methods: The cross-sectional descriptive study was conducted with 545 participants working in a call center, of whom 68.1% (n=371) were female and 31.9% (n=174) were male. A questionnaire consisting of sociodemographic data form, and perceived food literacy, health literacy, and ORTO-R scales were applied to the participants. Results: While 51.7% (n=282) of the participants had a normal body mass index, 41.7% (n=227) were overweight. Perceived food literacy (p=0.008) and ORTO-R (p=0.004) scores of female participants were higher than male participants, and those who were married had higher perceived food literacy scores than singles (p=0.003). Underweight individuals scored higher perceived food literacy than normal-weight individuals, and normal-weight individuals scored higher than overweight individuals (p=0.004). ORTO-R scores of the overweight group were higher than the other two groups and the difference was statistically significant (p<0.001). According to the regression analysis, health literacy decreased by 5.026 units for those who do not think they are eating healthy, and by 9.943 units for those who do not know how a healthy diet should be. Overweight participants exhibit more orthorexic eating behavior (p<0.001). Conclusion: Effective and continuous training programs will be beneficial for call center employees who have inactive and sedentary working conditions due to their work, in order to determine their deficiencies or inadequacies in terms of gaining food literacy, health literacy, and healthy eating behavior.

The influence of sleep on job satisfaction: examining a serial mediation model of psychological capital and burnout.

This study draws on the conservation of resources theory to investigate whether the loss of sleep can trigger the loss of additional resources that are necessary for work. Using cross-sectional design of 322 call center employees working at a government-owned public bank in South Korea, we test the study hypotheses using regression and bootstrapping indirect effects analyses. The results of analyses show that insufficient sleep increases employee burnout and that psychological capital mediates this relationship. We also find that insufficient sleep decreases job satisfaction via a serial mediation model such that insufficient sleep reduces psychological capital, which in turn increases burnout, and ultimately results in lower job satisfaction. The findings reinforce the previous assessment that although sleep is a non-work factor, its impact spills over to the workplace. Theoretically, this study goes beyond direct effect to uncover the underlying or mediating mechanisms that account for the impact of the sleep-burnout relationship and the sleep-job satisfaction relationship. For managers, the results highlight the significance of sleep to employees' overall health and well-being and thus underscore the need to foster a work culture that recognizes and prioritizes employee sleep needs.

Vocal analysis of kindergarten and nursery school teachers

What distinguishes humans from rest of the animal kingdom, is ability to convey ideas, emotions and complex deductive logic by the human faculty referred to as speech which in turn is fundamentally dependent on tones produced by voice box or the larynx .Communication ability is a must in the present day scenario and the inability to do so leads to a lot of unpleasentness in an individual. Abuse of the same leads to numerous problems ranging from fatigue or inability to speak for long to strain and sometimes severe dysphonia affecting the normal chores of day to day living and such an upset can lead to severe depression and inferiority complexes especially in people who need voice in their profession which includes teachers, call center employees, radio jockeys, trainers, motivational speakers. With all this in mind the following study was designed to exactly understand the problem and to come up with a solution if any to counter it.

The high costs of outsourcing: Vendor errors, customer mistreatment, and well‐being in call centers

AbstractWe analyze the impact of outsourcing on the well‐being of internal call center employees in the U.S. telecommunications industry. Our findings draw on mixed‐methods data. The qualitative findings suggest that internal employees experienced escalating job demands connected to errors by third‐party call center vendors and their employees due to additional work and intensified customer frustrations. SEM results show sequential mediation between the time internal employees spent correcting vendor errors, customer mistreatment of employees, emotional exhaustion, job satisfaction, and absenteeism. Employee autonomy over customer‐related decisions appeared to help workers manage these job demands and their effects on well‐being.

If and to What Extent Does Organizational Learning Culture Predict Turnover Intentions of Telecommuting Call Center Agents?

This study focuses on measuring the relationship between organizational learning culture (OLC) and turnover intentions of telecommuting call center agents. Although many studies involve the call center industry from different perspectives, the literature is scant in studies that have assessed the relationship between OLC and turnover intent in telecommuting call center agents. Call centers exist in almost every organization worldwide. Organizations have centralized their customer service process through computer￾based technologies allowing call center agents to work from home. In addition, in the post-COVID-19 era, telecommuting has become a permanent option for many call center employees. Indeed, in the call center industry, telecommuting has become an essential part of the business strategy that seeks to attract new and maintain current employees. In the call center industry, learning is a factor that influences job satisfaction and turnover intentions. Specifically, OLC increases job satisfaction and performance in telecommuting call center agents, influencing employees’ turnover intentions. The study’s findings indicate that OLC is a needed factor that helps lower turnover intentions of telecommuting call center agents in the United States.

A cross-sectional study on factors affecting the intention to quit smoking among female call centre employees.

This study aims to describe smoking related characteristics among female call centre employees in South Korea and identify the factors influencing intention to quit smoking in the next 6 months. This is a cross-sectional study. An anonymous online survey was conducted at three call centres of credit card companies in South Korea. Female employees with at least 6 months of experience (n = 115) who were currently smoking were included in this study. Overall, 20% of participants intended to quit within 6 months. Female call centre employees find it most difficult to resist the urge to smoke in negative mood situations. Factors affecting the quit intention were higher educational status, previous quit attempts lower perceived risk of craving and higher social support. Measuring and monitoring craving as perceived risk and providing social support can be useful for designing smoking cessation interventions in this population.