Onsite versus remote working: the impact on satisfaction, productivity, and performance of medical call center workers

Abstract

Background Job satisfaction is determined as the measure to know the individuals’ feelings toward their work. The working conditions that can affect the call center agents’ satisfaction, and performance have received particular concern. Methods This study included 124 agents working in a governmental medical call center in Saudi Arabia. Each agent was receiving a questionnaire that investigates their satisfaction, productivity and performance during working in the medical call center. Results Seventy-seven physicians working onsite were compared to 47 physicians working in the medical call center remotely. Onsite agents were more satisfied concerning job nature, supervisor support, productivity and performance compared to remote agents. Overall, general satisfaction was more seen in physicians working onsite as opposed to remote workers in the medical call center in Saudi Arabia (64.90% vs. 54.25%, [p-value < 0.01]). Conclusion It was found that onsite agents were significantly more satisfied in most investigated aspects compared with remote agents.

Advantages and disadvantages of teleworking in healthcare institutions during COVID-19: A systematic review

“…Policymakers can promote the dissemination of best management practices, self-management skills and ICT, investment in home offices, and fast and reliable broadband across the country, to improve teleworking gains [ 48 ]. The results of Alfaleh et al's study [ 49 ] showed that doctors working in medical centers are primarily satisfied with teleworking in terms of job nature and productivity.…”