Work dysfunctions and their consequences as experienced by call centre agents

[摘要] Overview of previous work: Previous research on call centres has identified the inherentstressful nature of the call centre agent job. In fact researchers have gone so far as to namecall centres 'sweatshops of the new millennium', (Crome, 1998; Fernie, 1998). Comparativestudies between human service work and burnout have often featured in current literature ashave studies concerning the correlations between call centre work and job satisfaction, theeffects of shift work, and stress in the call centre environment.Purpose: However, the purpose of this study, avoiding a comparative approach, is to focuson one organisation in particular, in order to assess the varied work dysfunctions present in itscall centre. The study is particularly important in the light of the proposed development of thecall centre industry in South Africa at this time. A more comprehensive understandingtherefore, of the pitfalls of call centre work, would be beneficial to those currently runningcall centres as well as those planning their implementation. At the outset, stress wasconsidered a pivotal dysfunction within the call centre, from which other maladies oftenensued such as substance abuse, depression and eating pattern disruptions. Work challengestoo, manifest in the field data, namely insufficient training and managerial / system problems.The research therefore includes the exploration of these factors serving to highlight both themore socio-cultural and emotional issues, as well as on-the-job grievances encountered bycall centre agents.Design / methodology / approach: Owing to the exploratory nature of the study, a focusgroup methodology was used, allowing for in-depth qualitative research which catered for afar reaching and comprehensive understanding of current work issues. As the study concernsonly call centre agents, the roles of supervisors and managers were not included. The samplecomprised four different groups, of randomly selected call centre agents, with a total of 27participants. Demographics revealed male and female participants of differing marital status,educational qualifications, but with tenure at a call centre between 2 and 6 years, and agedbetween 20 and 40 years.Findings: Support was found for the following dysfunctions in the process, with stress asprimary harbinger of other dysfunctions, many exacerbated by the stressful nature of shiftwork, and the resultant work-life imbalance. Stresses encountered due to ineffective systems, training processes, and call centre management were also significant. On a positive note, ofinterest was the unanimous agreement that within this particular field study, workspaceergonomic considerations were thought not to add to call centre dysfunction.Research limitations / implications: Even though four groups from two different callcentres were observed, they were part of the same organisation, in Cape Town in the WesternCape. In this way commonalities in terms of reactions to systems, policies etc were thoughtlikely to be similar, however owing to the shift work nature of call centres through out SouthAfrica, it is believed that significant correlations could be determined, in any organisation. Acomparative study across various differing organisations and locations therefore could beinvestigated.Originality / value: Owing to the very stressful nature of call centre work, the focus groupsrevealed themselves to be cathartic in nature as participants thoroughly embraced the process,and personal experiences were often disclosed by participants which facilitated realisticdiscussions. In this way, meaningful qualitative data was collected, and can be used toameliorate current call centre conditions, and to allow better planning for futureimplementation. Furthermore, the research has exposed a number of further study options, ase.g. owing to their significance, each dysfunction could be investigated further and coveredindividually in separate research papers, as could the role in management, and training withinthe call centre milieu.

[发布机构] Stellenbosch University