Call centre job differences

Show simple item record Jansen, A Callaghan, CW 2018-07-20T10:25:44Z 2018-07-20T10:25:44Z 2014
dc.identifier.citation Jansen, A., & Callaghan, C. W. (2014). Call centre job differences. Mediterranean Journal of Social Sciences, 5(20), 466-476 en_ZA
dc.identifier.issn 2039-2117
dc.description.abstract This research tested theory that predicted differences in the relationships between perceptions of management, satisfaction and performance by call centre job type. A sample of a hundred and ninety respondents was drawn from South African call centres. Findings suggest that outbound call centre agents are significantly more job dissatisfied than inbound agents, along certain dimensions. Outbound agents, sales agents and after service agents were found to rate their performance quality significantly lower than the rest of the cohort; in contrast, inbound agents and customer queries agents were found to rate their performance more highly. On the basis of the findings it is argued that assumptions of homogeneity in call centre work is problematic. It is recommended that different management strategies be built around different types of call centre work, that are responsive to the needs of those engaged in each type of work. It is also recommended that job enrichment be applied to all types of call centre work to potentially increase variability in tasks, which might increase autonomy and job satisfaction in this type of work. en_ZA
dc.language.iso en en_ZA
dc.rights Copyright © MCSER-Mediterranean Center of Social and Educational Research en_ZA
dc.subject Learning style en_ZA
dc.subject learning language experience en_ZA
dc.subject Length of tertiary study en_ZA
dc.subject Field of study en_ZA
dc.title Call centre job differences en_ZA
dc.type Article en_ZA
dc.journal.volume Vol 5 en_ZA
dc.journal.title Mediterranean Journal of Social Sciences en_ZA
dc.description.librarian KIM2018 en_ZA
dc.citation.doi 10.5901/mjss.2014.v5n20p466 en_ZA
dc.citation.epage 476 en_ZA
dc.citation.issue 20 en_ZA
dc.citation.spage 466 en_ZA

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