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

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.

Exploring employee retention and intention to leave within a call centre

“…It was also added that men tend to distance themselves from this type of work and pursue advancement opportunities (Scholarios & Taylor, 2008). A study by Miller and Hendrickse (2016) revealed that within a call centre environment, men experienced a higher level of exhaustion than women. Exhaustion is a result of being continuously exposed to high work pressures and work overload which are some of the characteristics of call centre work (Simons & Buitendach, 2013).…”

Is Stress in Contact Centers Inevitable?

“…Regarding job characteristics, as expected, the CC context was found to be characterized by high demands and low control, resulting in high stress and low well-being levels [ 19 , 20 , 21 ]. However, front-office employees perceived less autonomy compared to back-office employees, in line with the assumption that the use of scripts that organize and structure the making of calls in the case of front-office duties [ 12 ] has negative repercussions for control in terms of the planning and organization of the tasks performed [ 8 , 11 ]. When comparing the professionals of these two groups, front-office employees presented higher levels of stress [ 67 ], namely exhaustion, which, in line with the role conflict theory [ 60 ], had an impact on a higher perception of work–family conflict (stress dimension).…”

“…As for autonomy, CC employees are generally considered to have low control and to be dependent on the planning and organization of the tasks they perform [ 8 , 11 , 23 ]: In addition to the fact that employees do not control when or with whom they speak, they are obliged to follow scripts that organize and structure their intervention [ 14 ].…”

“…According to Johnson, Cooper and Cartwright [ 82 ], there is a correlation between job satisfaction and the physical and psychological well-being of employees. Thus, it is important to analyze dimensions such as job characteristics, social support and the HR practices adopted by the organization in the context of CC, as these variables can explain and predict the satisfaction and general well-being of employees [ 11 ].…”

“…However, although CC contribute to a personalized and higher quality customer service, they are associated with high levels of employee turnover, absenteeism, stress and burnout [ 9 ]. These consequences are the result of monotonous and repetitive duties, comparable to a modern form of Taylorism [ 10 ], where employees have little autonomy over their work and tasks [ 11 ] which are neither complex nor challenging [ 12 ]. This simplification of work results from a structural division where, in most cases, an employee only performs front-office (answering calls) or back-office (administrative tasks) duties.…”