Impact of Job Related Factors and Work Design on Job Satisfaction in Australian Call Centres

19 Pages Posted: 5 Mar 2013 Last revised: 12 Mar 2013

See all articles by John Annakis

John Annakis

Swinburne University of Technology Faculty of Business & Enterprise

Date Written: March 5, 2013

Abstract

Past empirical research related to call centres’ has had a preoccupation with panoptic extrapolations and suggestions of stereotyping of call centres using ‘sacrificial HR’ strategies that encourage, high staff turnover, absenteeism and stress as the norm. The aim of this research is to investigate the nature and extent of job related factors on job satisfaction for customer service representatives (CSR’s) in five Australian call centres. The study used a broad sample to capture the diversity of call centre structures which included different industries and work designs -inbound, outbound and outsourced call centres. The study used a mixed methods approach of an adapted Job satisfaction quantitative survey N= 205 and in-depth and focus groups N= 60 in five diverse Australian call centres. The study found that, CSR’s perception of fairness, equity and relevance of monitoring practices, together with a participative work environment and flexible work life balance practices are the most important contributors to job satisfaction. The findings also suggest that the manner in which work is designed has an impact on CSR satisfaction levels which appear to be higher for inbound CSR’s as contrasted to outbound cold-calling and sales, and blended approaches. Ignoring these job related factors could eventually lead to further problems such as high staff turnover associated costs and potential sacrificial customer service strategies that will impact on the bottom line.

Suggested Citation

Annakis, John, Impact of Job Related Factors and Work Design on Job Satisfaction in Australian Call Centres (March 5, 2013). Proceedings of 19th International Business Research Conference 2012. Available at SSRN: https://ssrn.com/abstract=2228485 or http://dx.doi.org/10.2139/ssrn.2228485

John Annakis (Contact Author)

Swinburne University of Technology Faculty of Business & Enterprise ( email )

Cnr Wakefield and William Streets, Hawthorn Victor
Melbourne, Victoria 3122
Australia

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