What is typical for call centre jobs? Job characteristics, and service interactions in different call centres

Zapf, Dieter; Isic, Amela; Bechtoldt, Myriam N.; Blau, Patricia A.

doi:10.1080/13594320344000183

Cited by 163 publications

(181 citation statements)

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“…Business Processing Organizations (BPO) known as call centers are tools for organizing communication with customers with the help of telecommunication (Zapf, et al) [1]. In line with this, Russell [2] said that since the appearance of call centers in the 1990s, they have become the most important single source of customer contact in the developed economies and have become huge income generators.…”

Section: Introductionmentioning

confidence: 90%

“…Inbound call centers are restricted to a passive role like handling customers who call if they have questions or complaints concerning products they bought or services they availed. On the other hand, outbound call centers engage in phoning up people such as in telemarketing [1].…”

Section: Introductionmentioning

confidence: 99%

“…CSRs' short-cycle routine interactions with customers which are controlled by automatic call distribution systems give them little control of when to speak to customers and who of them will they speak to [1], and the number of calls they receive [5].…”

Section: Introductionmentioning

confidence: 99%

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The Demographic Variables and Emotional Intelligence as Correlates of Work Values: A Cross-Cultural Examination towards Organizational Change

Sergio¹,

Dungca²,

Ormita³

2015

JOEBM

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Section: Introductionmentioning

confidence: 90%

Section: Introductionmentioning

confidence: 99%

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The Demographic Variables and Emotional Intelligence as Correlates of Work Values: A Cross-Cultural Examination towards Organizational Change

Sergio¹,

Dungca²,

Ormita³

2015

JOEBM

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“…The extent to which call handling is high-or low-skilled work is debated in the wider call centre literature. 40 It is often presented as low skilled (characterised by repetition and high levels of monitoring) 41,42 although higher-level skills (e.g. emotion and articulation work) are also recognised.…”

Section: Implications Of Our Findings For Workforce Planning and Orgamentioning

confidence: 99%

The work, workforce, technology and organisational implications of the ‘111’ single point of access telephone number for urgent (non-emergency) care: a mixed-methods case study

Turnbull

Pope

Rowsell

et al. 2014

Health Services and Delivery Research

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Health Services and Delivery ResearchISSN 2050-4349 (Print) ISSN 2050-4357 (Online) This journal is a member of and subscribes to the principles of the Committee on Publication Ethics (COPE) (www.publicationethics.org/).Editorial contact: nihredit@southampton.ac.ukThe full HS&DR archive is freely available to view online at www.journalslibrary.nihr.ac.uk/hsdr. Print-on-demand copies can be purchased from the report pages of the NIHR Journals Library website: www.journalslibrary.nihr.ac.uk Criteria for inclusion in the Health Services and Delivery Research journalReports are published in Health Services and Delivery Research (HS&DR) if (1) they have resulted from work for the HS&DR programme or programmes which preceded the HS&DR programme, and (2) they are of a sufficiently high scientific quality as assessed by the reviewers and editors. HS&DR programmeThe Health Services and Delivery Research (HS&DR) programme, part of the National Institute for Health Research (NIHR), was established to fund a broad range of research. It combines the strengths and contributions of two previous NIHR research programmes: the Health Services Research (HSR) programme and the Service Delivery and Organisation (SDO) programme, which were merged in January 2012.The HS&DR programme aims to produce rigorous and relevant evidence on the quality, access and organisation of health services including costs and outcomes, as well as research on implementation. The programme will enhance the strategic focus on research that matters to the NHS and is keen to support ambitious evaluative research to improve health services.For more information about the HS&DR programme please visit the website: www.netscc.ac.uk/hsdr/ This reportThe research reported in this issue of the journal was funded by the HS&DR programme or one of its proceeding programmes as project number 10/1008/10. The contractual start date was in August 2011. The final report began editorial review in November 2012 and was accepted for publication in April 2013. The authors have been wholly responsible for all data collection, analysis and interpretation, and for writing up their work. The HS&DR editors and production house have tried to ensure the accuracy of the authors' report and would like to thank the reviewers for their constructive comments on the final report document. However, they do not accept liability for damages or losses arising from material published in this report.This report presents independent research funded by the National Institute for Health Research (NIHR). The views and opinions expressed by authors in this publication are those of the authors and do not necessarily reflect those of the NHS, the NIHR, NETSCC, the HS&DR programme or the Department of Health. If there are verbatim quotations included in this publication the views and opinions expressed by the interviewees are those of the interviewees and do not necessarily reflect those of the authors, those of the NHS, the NIHR, NETSCC, the HS&DR programme or the Department of Health. © Queen's Print...

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“…Emotional dissonance therefore seems to be higher in call centers. [18] Emotional dissonance is the most stressful aspect of emotional work and that emotional exhaustion is predicted via emotional dissonance [19]. Table 7 shows that the p value of 0.023 for the variable professional efficacy is significant at 0.05 level when grouped according to tenure at present job.…”

mentioning

confidence: 87%

The Burnout Level of Call Center Agents in Metro Manila, Philippines

Montalbo

2016

ILSHS

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Abstract. The aim of this study was to measure the exhaustion, cynicism and professional efficacy that would determine an individual's level of burnout. A convenient sample of employees (N=747) was obtained from different call centers in Metro Manila. The results indicated a high level of exhaustion for the age group of 18-29 years old and for the female respondents. More than half of the respondents were high in cynicism and those who reported a low professional efficacy were mostly females. Age showed a significant relationship with exhaustion and cynicism while tenure at present job showed a significant relationship with professional efficacy. Results implied that working in a call center may lead to employee burnout especially for females and those who are new in their job.

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What is typical for call centre jobs? Job characteristics, and service interactions in different call centres

Cited by 163 publications

References 0 publications

The Demographic Variables and Emotional Intelligence as Correlates of Work Values: A Cross-Cultural Examination towards Organizational Change

The Demographic Variables and Emotional Intelligence as Correlates of Work Values: A Cross-Cultural Examination towards Organizational Change

The work, workforce, technology and organisational implications of the ‘111’ single point of access telephone number for urgent (non-emergency) care: a mixed-methods case study

The Burnout Level of Call Center Agents in Metro Manila, Philippines

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