The Impact of Sick Building Syndrome on Call Centre Agents’ Effectiveness

Abstract

This study assessed the impact of Sick Building Syndrome (layout, ergonomic design of workstation, lighting/ventilation, health and performance, noise and aesthetics) on the effectiveness of Call Centre agents in managing customers and their needs. The study was undertaken in Durban, South Africa, and was conducted within a Public Sector service environment, which comprised of four major call centers employing 240 call centre agents. A sample of 151 call centre agents was drawn across using a simple random sampling technique and a 63% response rate was achieved. These call centre agents were responsible for inbound calls only. Data was collected using a self-developed, precoded questionnaire whose validity and reliability were statistically determined using Factor Analysis and Cronbach’s Coefficient Alpha respectively. Data was analyzed using descriptive and inferential statistics. The results indicate that the dimensions of Sick building Syndrome have the potential to impact on agents’ performance. Based on the results of the study a graphical representation has been designed and presents recommendations that, when implemented in call centre environments, have the potential to enhance agents’ effectiveness in managing customers and their needs.

Effects of Educational Buildings Conditions on Education Quality

“…There are different possible lighting scenarios by combining or dimming different zones (see Figure 1). The factors that need to be considered in classroom lighting are daylight, energy efficiency and controllability (Oodith & Parumasur, 2012).…”

Assessment of Indoor Air Quality and Users Perception of a Renovated Office Building in Manchester

“…In addition, absence of or insufficient lighting in buildings has been associated with SBS. The visual comfort of building users can be influenced by a combination of luminance distribution, illuminance and its uniformity, glare, color of light, color rendering, flicker rate and amount of daylight [4,11]. It is worth noting that urban environments comprise high building densities, of which sick building syndrome (SBS) symptoms and levels of thermal comfort are important concerns from both building operation and occupant health/productivity points of view [12].…”