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Employee wellbeing in call centres
Author(s) -
Holman David
Publication year - 2002
Publication title -
human resource management journal
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 2.44
H-Index - 77
eISSN - 1748-8583
pISSN - 0954-5395
DOI - 10.1111/j.1748-8583.2002.tb00076.x
Subject(s) - call centre , job satisfaction , anxiety , psychology , customer service , service (business) , depression (economics) , work (physics) , well being , applied psychology , customer satisfaction , social psychology , marketing , business , political science , engineering , psychiatry , psychotherapist , economics , mechanical engineering , law , macroeconomics
Call centres are often perceived to have a negative impact on employee wellbeing, mainly attributed to four factors: job design, performance monitoring, HR practices and team leader support. This article reports on a survey of 557 customer service representatives that examined the relationship of these factors to four measures of wellbeing: anxiety, depression and intrinsic and extrinsic job satisfaction. One distinctive feature of this article is its focus on anxiety and depression, two major dimensions of wellbeing not addressed in call centre research to date. Results demonstrated that the factors most highly associated with wellbeing were high control over work methods and procedures, a low level of monitoring and a supportive team leader. Evidence also indicates that the level of wellbeing in some call centres is similar to that in other comparable forms of work.