Call centre job differences

Simple item page
dc.citation.doi10.5901/mjss.2014.v5n20p466en_ZA
dc.citation.epage476en_ZA
dc.citation.issue20en_ZA
dc.citation.spage466en_ZA
dc.contributor.authorJansen, A
dc.contributor.authorCallaghan, CW
dc.date.accessioned2018-07-20T10:25:44Z
dc.date.available2018-07-20T10:25:44Z
dc.date.issued2014
dc.description.abstractThis 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.description.librarianKIM2018en_ZA
dc.identifier.citationJansen, A., & Callaghan, C. W. (2014). Call centre job differences. Mediterranean Journal of Social Sciences, 5(20), 466-476en_ZA
dc.identifier.issn2039-2117
dc.identifier.urihttps://hdl.handle.net/10539/25126
dc.journal.titleMediterranean Journal of Social Sciencesen_ZA
dc.journal.volumeVol 5en_ZA
dc.language.isoenen_ZA
dc.rightsCopyright © MCSER-Mediterranean Center of Social and Educational Researchen_ZA
dc.subjectLearning styleen_ZA
dc.subjectlearning language experienceen_ZA
dc.subjectLength of tertiary studyen_ZA
dc.subjectField of studyen_ZA
dc.titleCall centre job differencesen_ZA
dc.typeArticleen_ZA
Files
Original bundle
Now showing 1 - 1 of 1
Thumbnail Image
Name:
Call centre job differences SEBS.pdf
Size:
181.71 KB
Format:
Adobe Portable Document Format
Description:
Download
License bundle
Now showing 1 - 1 of 1
No Thumbnail Available
Name:
license.txt
Size:
1.71 KB
Format:
Item-specific license agreed upon to submission
Description:
Download
Collections
Research Outputs (Economics and Finance)