scholarly journals Liderazgo orientado a la gente en call centers

2017 ◽  
Vol 22 (43) ◽  
pp. 154-167 ◽  
Author(s):  
Federico R. León ◽  
Oswaldo Morales ◽  
Juan D. Ramos ◽  
Álvaro Goyenechea ◽  
Paul A. Rojas ◽  
...  
Keyword(s):  
Call Center ◽  
Leadership Effectiveness ◽  
Call Centers ◽  
Content Type ◽  
Future Studies ◽  
Work Shifts ◽  
Customer Services ◽  
The Right ◽  
And Control ◽  
Organizational Value

Purpose Call centers generate stress and absenteeism in staff and the literature suggests that people-oriented leadership is the right way of supervision for such a situation. This study compared its effects versus those of other types of leadership. Methodology Absentee data of 379 representatives of customer services of a Peruvian call center were analyzed and the representatives answered a questionnaire about the Framework of Values in Competition and its four types of leadership. Day and night work shifts were compared. Results It was observed that absenteeism declines with people-oriented leadership, although only during the day shift, and the addition of leadership oriented to change, results and control devalues models. Limitations/implications Future studies should cover the performance of the worker. The findings suggest a need to re-focus the theoretical focus on environmental contingencies that affect leadership effectiveness. Originality/value Leadership theorists will ask themselves in what circumstances the multiple leadership is effective. Call center managers will appreciate the organizational value of people-oriented leadership at the first level of supervision.

How organizational pride and emotional exhaustion explain turnover intentions in call centers

2014 ◽  
Vol 25 (1) ◽  
pp. 125-148 ◽  
Author(s):  
Tobias Kraemer ◽  
Matthias H.J. Gouthier
Keyword(s):  
Emotional Exhaustion ◽  
Call Center ◽  
Turnover Intentions ◽  
Call Centers ◽  
Job Demands ◽  
Job Resources ◽  
Equation Modeling ◽  
Content Type ◽  
Organizational Tenure ◽  
Job Demands And Resources

Purpose – Personnel turnover entails considerable costs and is a major problem for the call center industry. By modifying the job demands-resources model, this study aims to examine how emotional exhaustion and organizational pride affect turnover intentions. In addition, it investigates how emotional exhaustion and organizational pride are formed by job demands and job resources and how gender and organizational tenure moderate the model. Design/methodology/approach – The paper surveyed 252 call center agents and tested the research hypotheses with component-based structural equation modeling. Two multi-group analyses clarify the proposed moderating effects of gender and organizational tenure. Findings – Emotional exhaustion and organizational pride essentially determine turnover intentions. Organizational pride, which has received little attention in related research, plays a central role. Two job demands and three job resources strongly influence emotional exhaustion and organizational pride, respectively. Gender and organizational tenure moderate several effects. Research limitations/implications – This study is based on a sample of call center agents from three different call centers in one country. Therefore, the generalizability of the findings has to be tested. Furthermore, the paper examines turnover intentions, which are good predictors of turnover behavior. Nevertheless, further research should investigate the relationship between the variables and actual turnover. Moreover, the model included six different job determinants. Future research should test the proposed model with other job demands and resources. Practical implications – Emotional exhaustion and organizational pride substantially affect turnover intentions. Call center managers should protect employees from emotional exhaustion and enhance organizational pride, using specific job demands and resources. This study shows how the importance of certain variables differs for various groups of employees. Originality/value – This study is the first to examine how certain job resource foster organizational pride and how organizational pride affects voluntary employee turnover in call centers. Further, the study demonstrates that the socio-demographic variables gender and organizational tenure moderate the creation of emotional exhaustion and organizational pride, which together explain a large amount of the variance in turnover intentions among call center agents.

Delay announcements for call centers with hyperexponential patience modeling

2017 ◽  
Vol 117 (6) ◽  
pp. 1037-1057 ◽  
Author(s):  
Miao Yu ◽  
Jun Gong ◽  
Jiafu Tang ◽  
Fanwen Kong
Keyword(s):  
Call Center ◽  
Numerical Study ◽  
Call Centers ◽  
Content Type ◽  
Markovian Approximation ◽  
Response System ◽  
State Dependent ◽  
Hyperexponential Distribution ◽  
Delay Information ◽  
Voice Response

Purpose The purpose of this paper is to provide delay announcements for call centers with hyperexponential patience modeling. The paper aims to employ a state-dependent Markovian approximation for informing arriving customers about anticipated delay in a real call center. Design/methodology/approach Motivated by real call center data, the patience distribution is modeled by the hyperexponential distribution and is analyzed by its realistic significance, with and without delay information. Appropriate M/M/s/r+H2 queueing model is structured, including a voice response system that is employed in practice, and a state-dependent Markovian approximation is applied for computing abandonment. Based on this approximation, a method is proposed for estimating virtual delays, and it is investigated about the problem of announcing virtual delays to customers upon their arrival. Findings There are two parts of findings from the results obtained from the case study and a numerical study of simulation comparisons. First, using an H2 distribution for the abandonment distribution is driven by an empirical study which shows its good fit to real-life call center data. Second, simulation experiments indicate that the model and approximation are reasonable, and the state-dependent Markovian approximation works very well for call centers with larger pooling. It is concluded that our approach can be applied in a voice response system of real call centers. Originality/value Many results pertain to announcing delay information, customer reactions and links to estimating hyperexponential distribution based on real data that have not been established in previous studies; however, this paper analytically characterizes these performance measures for delay announcements.

The positive side of call centers: an Indian perspective

2014 ◽  
Vol 3 (1) ◽  
pp. 36-53 ◽  
Author(s):  
Tuheena Mukherjee ◽  
Saurabh Maheshwari
Keyword(s):  
Job Satisfaction ◽  
Call Center ◽  
Negative Impact ◽  
Call Centers ◽  
Self Esteem ◽  
Subjective Perception ◽  
Significant Finding ◽  
Content Type ◽  
Positive Side ◽  
Self Reporting Questionnaire

Purpose – Jobs at call centers have received numerous negative undertones. Research has only highlighted the negative impact and dismal psychological consequences of call center jobs on their employees. The purpose of this paper is to investigate the possibilities of positive impact of call center jobs on their employees. The study hypothesizes that the employees working at the call centers with high self-worth (i.e. self-esteem) and high job worth (perceived worth of job (PWJ)) would perceive lesser work stress and have greater job satisfaction. Design/methodology/approach – The study is based on data collected from 152 call-center employees through self-reporting questionnaire. Regression and mediation analysis was done to analyze the results. Findings – Analysis revealed that those with high self-esteem and high PWJ experience less stress and higher job satisfaction. Stress partially mediates between PWJ and job satisfaction and between self-esteem and job satisfaction. Results confirm that call center jobs do not always create negative impact on the employees and have a positive side too. It is a significant finding for the call center industry which is presently facing high attrition. Originality/value – The value of the present study lies in analyzing the importance of PWJ, which is a subjective perception. It is an imperative factor in generating positive or negative effect on the psychological well-being of the employee.

scholarly journals A coalition of the (un)willing?

2019 ◽  
Vol 11 (2) ◽  
pp. 121-134
Author(s):  
Tola Amodu
Keyword(s):  
Design Methodology ◽  
Criminal Liability ◽  
Migration Status ◽  
Content Type ◽  
Starting Point ◽  
Private Rights ◽  
The Right ◽  
And Control ◽  
The Given ◽  
Practical Implications

Purpose The Immigration Act (2014) at Part 3 established a new regime with private landlords incurring penalties (and potentially criminal liability from 1 November 2016) if they allow a person disqualified, by reason of migration status, to reside in a property as their only or main home. Known colloquially as the “right to rent”, the provisions restrict access to accommodation and impose onerous duties on landlords to check tenants’ migration status. The purpose of this paper is to consider how a change in the emphasis of regulation introduced by the provisions, resulted in the coalescence of opposition by landlords and renters in a way that historically would have been unthinkable. Design/methodology/approach Using the lens of Foucault’s governmentality, it is possible to see how Government sought to shift the locus of control from itself to the landlord, which through its legislative and policy stance resulted in such fierce opposition as evidenced by the first instance challenge to the provisions in R (Joint Council for the Welfare of Immigrants) v SS for the Home Department [2019] EWHC 452 (Admin). Findings The focus of regulation introduced by the provisions resulted in the coalescence of opposition by landlords and renters in a way that historically would have been unthinkable. Landlords and renters are usually thought of as being in opposition, but not so here. This may offer hope for more productive regulatory outcomes where both parties work together. It may also suggest that encroaching on the notion of private rights and interests in law could result in counterproductive consequences. Research limitations/implications Unlike Foucault’s notion of surveillance and control, governmentality shifts the emphasis from a hierarchical conception of government to practices including self (imposed) governance – with here, the landlord being required to act as a proxy for border agents. This suggests that there may exist boundaries beyond which, in a given context, it might be unwise for Government to step without adverse consequences. Foucault’s ideas provide a starting point, but do not give us all of the answers. Practical implications The coalescence of opposing actors can be a significant force to challenge government given the extent of their knowledge of the given context. It may also suggest a route to a more collaborative form of regulation. Originality/value A novel theoretical take on an issue of concern raised by practitioners and interest groups alike.

The “Right” recipes for security culture: a competing values model perspective

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hwee-Joo Kam ◽  
Thomas Mattson ◽  
Dan J. Kim
Keyword(s):  
Organizational Culture ◽  
Cultural Values ◽  
Structural Equation ◽  
Equation Model ◽  
Competing Values ◽  
Content Type ◽  
Stability And Control ◽  
Cultural Effects ◽  
The Right ◽  
And Control

PurposeThis study argues that the effect of perceived organizational culture on the formation of security-related subjective norms and the level of compliance pressure will vary based on how the employees perceive their organization's cultural values. These perceptions reflect on the assumptions and principles that organizations use to guide their security-related behaviors. To make these arguments, we adopt the competing values model (CVM), which is a model used to understand the range of organizational values and resulting cultural archetypes.Design/methodology/approachThis study conducted a survey of working professionals in the banking and higher education industries and used partial least squares (PLS)-structural equation model (SEM) to analyze the data. In a series of post hoc analyses, we ran a set of multi-group analyses to compare the perceived organizational cultural effects between the working professionals in both industries.FindingsOur study reveals that perceived organizational cultures in favor of stability and control promoted more positive security-related behaviors. However, the different effects were more pronounced when comparing the effects between the working professionals in both industries.Originality/valueThis study is one of the few that examines which cultural archetypes are more effective at fostering positive security behaviors. These findings suggest that we should be cautious about generalizing the effects of organizational culture on security-related actions across different contexts and industries.

How hybrid HR systems affect performance in call centers

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Joana Story ◽  
Filipa Castanheira
Keyword(s):  
Call Center ◽  
High Performance ◽  
Call Centers ◽  
Joint Effect ◽  
Work Systems ◽  
Content Type ◽  
High Performance Work Systems ◽  
Management Priorities ◽  
The Relationship ◽  
Hr Systems

PurposeThe purpose of this paper is to examine the relationship between hybrid HR systems in call centers and their effect on workers' performance.Design/methodology/approachDrawing on a sample of 337 call center operator-supervisor dyads, the authors analyzed how the joint perceptions of monitoring and high-performance work systems (HPWS) are associated with workers' authenticity to explain performance, rated by supervisors.FindingsThe authors found that when monitoring is perceived as low, HPWS is not associated with authenticity, suggesting that it requires the joint effect of monitoring and HPWS to communicate HR management priorities in call centers. In addition, the authors found that high ratings of monitoring combined with low perceptions of HPWS were associated with the lowest levels of authenticity, whereas the highest levels of authenticity at work were found when high monitoring was combined with high HPWS. The results supported a conditional indirect effect through authenticity to explain when and how hybrid HR systems are associated with better supervisor-rated performance.Originality/valueThis is the first study to test the interaction effects between HPWS and monitoring practices to explain authenticity as a key strategic component of performance in call centers.

Leadership effectiveness of hospital managers in Iran: a qualitative study

2019 ◽  
Vol 33 (1) ◽  
pp. 43-55 ◽  
Author(s):  
Ali Sarabi Asiabar ◽  
Mohammad Hossein Kafaei Mehr ◽  
Jalal Arabloo ◽  
Hossein Safari
Keyword(s):  
Qualitative Study ◽  
Leadership Effectiveness ◽  
Social Performance ◽  
Health Sector ◽  
External Factors ◽  
Content Type ◽  
Hospital Managers ◽  
Factors Influencing ◽  
Organizational Relations ◽  
The Right

Purpose The purpose of this paper is to investigate the factors influencing the leadership effectiveness of hospital managers in Iran. Design/methodology/approach Top managers (15), middle managers (10) and operational managers (5) of public, private or social security hospitals in Tehran participated in a qualitative study using semi-structured in-depth interviews. Data were recorded, transcribed and then analyzed via MAXQDA 10 software. Findings The findings were categorized into two main themes of internal and external factors with eight sub-themes. The most important internal factors that had an influence on the leadership of the hospital managers were intra-organizational relations, manager’s personality traits, knowledge, attitude and skills of the manager. The most important external factors included extra-organizational relations, macro-level health policies, access to special financial resources, and social, economic and political factors. Research limitations/implications The results call for a need to understand and analyze the socioeconomic factors influencing managers’ leadership while adopting appropriate strategies. Practical implications The results of the current study can help design training programs for hospital managers, and suggest criteria for appointing hospital managers across the country and this can enhance the effectiveness of their leadership. Health sector policymakers and decision makers should reform the programs that target training and empowerment of hospital managers so that the right people with the right competencies will hold such positions. Social implications The results of this study showed that leadership effectiveness is also influenced by social and external factors. On the other hand, the effectiveness of management leadership can play a significant role in the quality of care provided to the community, patient satisfaction and in hospital social performance through the appropriate management of all hospital resources. Such factors should also be considered in training and appointing hospital managers. Originality/value Although there are several studies on hospital managers’ leadership worldwide, this study is the first to investigate the leadership effectiveness of hospital managers in Iran.

Response measures to COVID-19 in prisons and other detention centers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Filipa Alves da Costa ◽  
Maria Neufeld ◽  
Mohamed Hamad ◽  
Eric Carlin ◽  
Carina Ferreira-Borges
Keyword(s):  
World Health ◽  
Regional Office ◽  
Data Set ◽  
Member States ◽  
Content Type ◽  
Country Level ◽  
Response Measures ◽  
Health Organization ◽  
The Right ◽  
And Control

Purpose The purpose of this paper is to summarize activities being undertaken by the World Health Organization (WHO) Regional Office for Europe to prevent and control COVID-19 in and beyond prisons, activities specifically designed to increase information sharing and to support Member States, to comment on potential impacts of these initiatives at country-level responses and to underline the need for a rights-based approach to managing the pandemic, including the right to vaccination. Design/methodology/approach The Health in Prisons Programme (HIPP) of the WHO Regional Office for Europe worked with partner organizations to review regularly the evidence on best practices in prison health and use it to inform policy recommendations at the global level. HIPP issued overarching guidance and specific tools to support implementation of measures to prevent and control the spread of COVID-19 in prisons and other custodial settings. Moreover, to monitor the emergence of outbreaks, the HIPP developed a minimum data set for countries voluntarily to report COVID-19 cases and identify situations in need of direct support. Findings Since May 2020, the WHO has periodically received data from Member States, leading to the development of country-specific bulletins to support countries and, whenever appropriate, to organize virtual missions to further support ministries and public health bodies responsible for managing COVID-19 in prisons. Originality/value The development of a specific set of indicators for prisons enables exploring data in a disaggregated manner. Monitoring response measures developed in prison enables judging their appropriateness to minimize the spread of SARS-CoV2 in prisons and alignment with guidance issued by the WHO.

Empowerment in call centers and customer satisfactionEmpoderamento em call centers e satisfação do clienteEmpoderamiento del centro de llamadas y satisfacción del cliente

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Teresa Proenca ◽  
Helena Rodrigues
Keyword(s):  
Call Center ◽  
Structural Equation ◽  
Process Model ◽  
Positive Impact ◽  
Call Centers ◽  
Organizational Outcomes ◽  
Equation Modeling ◽  
Content Type ◽  
Analytical Tools ◽  
The Impact

Purpose Call center is a large and growing sector worldwide and is facing important human resource management (HRM) and service challenges. The purpose of this study is to analyze the impact of structural empowerment (SE) and psychological empowerment (PE) on customer satisfaction (CS) through employee job satisfaction (JS) at a call center in Portugal. Design/methodology/approach Data were collected by means of a survey handed over personally to 267 employees at the call center of a telecommunication company. This was then linked to their respective net promoter score (CS) provided by the call center. Confirmatory factor analysis and structural equation modeling were used as analytical tools. Findings SE affects PE, and both have a positive impact on JS. Empowerment impacts CS: SE positively affects CS mediated by PE; and PE affects CS mediated by JS. Practical implications This study emphasizes the importance of the use of organizational practices of SE in call centers to achieve two important organizational outcomes: employee JS and CS. Originality/value This study tests a process model involving two domains, HRM (employee side) and service delivery (customer side), which are traditionally dealt with separately in the context of call centers. This helps to understand how HRM polices are connected to CS. Although some of these relationships have been studied separately in different contexts, the research offers a strong methodological design by linking employee perceptions of empowerment with data provided by the firm on CS.

Optimal design of a multi-server queueing system with delay information

2016 ◽  
Vol 116 (1) ◽  
pp. 147-169 ◽  
Author(s):  
Miao Yu ◽  
Jun Gong ◽  
Jiafu TANG
Keyword(s):  
Optimal Design ◽  
Performance Measures ◽  
Call Center ◽  
Queueing System ◽  
Call Centers ◽  
Queueing Systems ◽  
Staffing Level ◽  
Content Type ◽  
Multi Server ◽  
Delay Information

Purpose – The purpose of this paper is to provide a framework for the optimal design of queueing systems of call centers with delay information. The main decisions in the design of such systems are the number of servers, the appropriate control to announce delay anticipated. Design/methodology/approach – This paper models a multi-server queueing system as an M/M/S+M queue with customer reactions. Based on customer psychology in waiting experiences, a number of different service-level definitions are structured and the explicit computation of their performance measures is performed. This paper characterizes the level of satisfaction with delay information to modulate customer reactions. Optimality is defined as the number of agents that maximize revenues net of staffing costs. Findings – Numerical studies show that the solutions to optimal design of staffing levels and delay information exhibit interesting differences, especially U-shaped curve for optimal staffing level. Experiments show how call center managers can determine economically optimal anticipated delay and number of servers so that they could control the trade-off between revenue loss and customer satisfaction. Originality/value – Many results that pertain to announcing delay information, customer reactions, and links to satisfaction with delay information have not been established in previous studies, however, this paper analytically characterizes these performance measures for staffing call centers.

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