Employee Well-Being in the African Call Centre Digital Workspace

2019 ◽  
pp. 109-129
Author(s):  
Nisha Harry
Keyword(s):  
Well Being ◽  
Call Centre

In pursuit of happiness: A sociological examination of employee identifications amongst a ‘happy’ call-centre workforce

Organization ◽  
2013 ◽  
Vol 21 (6) ◽  
pp. 867-887 ◽  
Author(s):  
Sarah Jenkins ◽  
Rick Delbridge
Keyword(s):  
Social Relations ◽  
Management Practices ◽  
Well Being ◽  
Call Centre ◽  
Pursuit Of Happiness ◽  
Value System ◽  
Sociological Approach ◽  
External Context ◽  
Organizational Value ◽  
Employee Happiness

While psychologists and economists have concerned themselves with employee happiness and well-being, critical organizational theorists have rarely examined employees’ positive responses at work. To explain why call-centre employees in our study responded positively to their organization we adopt a relational sociological approach to examine employee happiness and well-being. This approach emphasizes two main features: firstly, it is sensitive to the interaction of management practices and employee agency in how ‘happiness’ is constructed and interpreted in organizations, including an assessment of power relations; secondly, this approach acknowledges the importance of the wider external context in explanations of why organizations pursue happiness. This article applies these sociological insights to the organizational identifications literature to assess the mechanisms of employee identifications. In this case, there are three mechanisms of identification, a) the organizational value system; b) social relations at work including interactions between employees, the owners and their clients and c) the nature of work. Significantly, these three features converged to produce overlapping and mutually reinforcing identifications.

Work motivation, organisational identification, and well-being in call centre work

Work & Stress ◽  
2006 ◽  
Vol 20 (1) ◽  
pp. 60-83 ◽  
Author(s):  
Jürgen Wegge ◽  
Rolf Van Dick ◽  
Gary K. Fisher ◽  
Christiane Wecking ◽  
Kai Moltzen
Keyword(s):  
Work Motivation ◽  
Well Being ◽  
Call Centre

scholarly journals Effects of Personal Variables of Call Centre Employees on their Psychological well being

2014 ◽  
Vol 1 (4) ◽  
Author(s):  
Nitin R. Korat ◽  
Gandharva R. Joshi
Keyword(s):  
Call Center ◽  
Well Being ◽  
Call Centre ◽  
Psychological Well Being ◽  
Family Work ◽  
Personal Variables ◽  
Significant Difference ◽  
Work Shifts ◽  
Call Center Employees ◽  
The Impact

The study was designed to investigate the impact of certain personal variables on psychological well being of call centre employees. The sample consisted of 240 call centre employees (120 Male/120 Female) selected randomly from Vodafone Call Centre of Ahmedabad city. Psychological well being scale of Dr. Bhogle and Prakash was used. Results revealed that there exists a significant difference between psychological well being and variables such as Sex, Age, Type of Family, work Shifts and working time of Call center employees. No significant deference observed between Psychological well being of married and unmarried employees. And also no significant difference was found between Psychological well being and Education of Call centre employees.

Work-related well-being in a call centre environment: The moderating role of age and tenure

2017 ◽  
Vol 27 (3) ◽  
pp. 216-220 ◽  
Author(s):  
Sanet van der Westhuizen ◽  
Liezel Bezuidenhout
Keyword(s):  
Well Being ◽  
Call Centre ◽  
Work Related ◽  
Moderating Role

scholarly journals Job crafting as a mediator between situational factors and well-being at work among outbound call centre operators in Peru

2019 ◽  
pp. 1-13
Keyword(s):  
Work Engagement ◽  
Positive Impact ◽  
Job Demands ◽  
Well Being ◽  
Job Burnout ◽  
Situational Factors ◽  
Job Crafting ◽  
Job Resources ◽  
Call Centre ◽  
Call Centres

Job crafting as a mediator between situational factors and well-being at work among outbound call centre operators in Peru Sandra Corso de Zúñiga1, Luis Antonino Lazarte Aranguren2 1 Pacífico Business School, Jirón Sánchez Cerro 2121, Jesús María, Lima, Perú 2 Universidad Privada del Norte, Avenida Andrés Belaunde cdra. 10, Comas, Lima, Perú Recibido 15 de noviembre del 2018, Revisado el 22 de marzo de 2019 Aceptado el 25 de abril de 2019 DOI: https://doi.org/10.33017/RevECIPeru2019.0002/ Resumen En este estudio, se analiza el papel explicativo del rediseño del propio trabajo (job crafting) en la relación entre las demandas situacionales (demandas y recursos laborales) que enfrenta el trabajador y su bienestar. Los participantes del estudio fueron 518 operadores de tres centros de contacto de tamaño pequeño y mediano en Perú. Para ello nos basamos en el modelo de Demandas-Recursos laborales. Nuestra hipótesis principal sostiene que a pesar que los centros de llamadas son entornos de trabajo muy estructurados y controlados, los operadores rediseñan sus trabajos y los adaptan a sus necesidades y capacidades, y éstas actividades a su vez tienen un impacto positivo en su bienestar laboral. Pusimos a prueba nuestras hipótesis utilizando modelos de ecuaciones estructuradas (SEM). Los resultados confirmaron las hipótesis y demostraron que, a pesar de tener un diseño de trabajo muy estructurado, las actividades de rediseño tienen un impacto positivo en el bienestar de los operadores, en términos de mayor energía, dedicación y concentración (engagement) y menor agotamiento y distanciamiento del trabajo (burnout). Los resultados de este estudio sugieren que los centros de llamadas de tamaño pequeño y mediano en países emergentes podrían aprovechar mejor sus limitados recursos y ofrecer un entorno que facilite el rediseño de trabajo: proporcionando una adecuada retroalimentación (feedback), ofreciendo cierto nivel de autonomía, mejorando la comodidad en el trabajo y dando oportunidades para que el teleoperador desarrolle habilidades. Asimismo, se demuestró que el rediseño de trabajo disminuye el efecto de las demandas en el agotamiento, aunque en menor grado. Finalmente, discutimos las implicaciones de estos hallazgos. Descriptores: Modelo de demandas y recursos laborales, engagement, burnout, job crafting, recursos laborales, demandas laborales. Abstract In this study, we analyse the mediation effect of job crafting in the relationship between situational demands (job resources and job demands) and well-being among 518 employees in three small to medium-sized outbound call centres in Peru using the Job Demands-Resources model as theoretical framework. Our primary hypothesis is that despite call centres being very structured and controlled work environments, call centre operators craft their jobs through stimulation from situational factors and adapt them to their needs and capabilities, and that these activities have a positive impact in their well-being at work. We test our secondary hypotheses simultaneously using structured equation modelling. The results confirm the hypotheses and demonstrate that despite having a very structured job design, job crafting activities have a positive impact on those call centre operators who engage in them, in terms of increased work engagement and decreased job burnout. The results of this study suggest that small to medium-sized call centres in emerging countries could leverage their limited resources by offering an environment that stimulates job crafting activities: providing feedback, autonomy, opportunities for development and comfort at work.  Job crafting also explains the softer impact of job demands on job burnout, but in this case the effect was lower. We discuss the implications of these findings. Keywords: JD-R model, work engagement, job burnout, job crafting, job resources, job demands.

scholarly journals High-performance work systems and employee outcomes in Indian call centres: a mediation approach

2018 ◽  
Vol 47 (4) ◽  
pp. 931-950 ◽  
Author(s):  
Subramaniam Ananthram ◽  
Matthew J. Xerri ◽  
Stephen T.T. Teo ◽  
Julia Connell
Keyword(s):  
Job Satisfaction ◽  
Employee Engagement ◽  
High Performance ◽  
Positive Relationship ◽  
Well Being ◽  
Call Centre ◽  
Work Systems ◽  
Content Type ◽  
High Performance Work Systems ◽  
Call Centres

Purpose The purpose of this paper is to empirically examine the relationships between high-performance work systems (HPWSs) and four employee outcomes – job satisfaction, employee engagement, presenteeism and well-being – in Indian call centres. Design/methodology/approach A path model is developed to investigate the direct and mediation effects between the assessed variables. The study utilised a survey of 250 call centre employees working in five business process management firms based in India. Findings The findings indicate that HPWSs have a positive relationship with job satisfaction, engagement and well-being. Job satisfaction also had a positive relationship with engagement and presenteeism, and engagement was positively related to presenteeism and well-being. However, there was no significant direct effect of HPWS on presenteeism. Mediation analysis showed that HPWS has an indirect effect on well-being via engagement and also via job satisfaction and engagement combined. Research limitations/implications HPWS significantly increases job satisfaction and employee engagement and indirectly influences employee well-being via these outcomes. However, job satisfaction and employee engagement was also found to increase presenteeism, which, in turn, can reduce employee well-being. These findings contribute to the HPWS theory and the literature on employee well-being, and have implications for HR personnel and call centre management. Originality/value Given the well-established challenges with employee retention in Indian call centre environments, one solution may be the adoption of a more strategic approach to HRM using HPWS. Such an approach may enhance employees’ perceptions that HPWS practices would have a positive influence on job satisfaction, employee engagement and employee well-being.

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