The Impact of Organizational Climate on the Turnover Intention of Call-center Employees

2011 ◽  
Vol 10 (9) ◽  
pp. 81-92
Author(s):  
Antonio C. Ribeiro-Tupinamba ◽  
Patrícia Mendes Castro
Keyword(s):  
Organizational Climate ◽  
Turnover Intention ◽  
Call Center ◽  
Call Center Employees ◽  
The Impact

Western Work Worlds and Altering Approaches to Marriage

2012 ◽  
pp. 262-276
Author(s):  
Shelly Tara ◽  
P. Vigneswara Ilavarasan
Keyword(s):  
Comparative Analysis ◽  
Call Center ◽  
Call Centers ◽  
Work Culture ◽  
Women Employees ◽  
Two Cities ◽  
Second Tier ◽  
Call Center Employees ◽  
The Impact ◽  
Depth Interviews

Based on a qualitative empirical study of women call center employees in India, this chapter argues that approaches towards marriage are being altered due to the impact of Western work worlds. In-depth interviews were conducted with eighteen respondent located in Delhi, a metropolitan area, and Jaipur, a second tier city Though, in terms of size, culture, and outlook of people there are great differences between Delhi and Jaipur, the work culture introduced by the call centers is similar in both cities. Consequently, the findings reveal certain similar as well as certain different opinions in the approaches towards marriage at both the cities. Women are negotiating with these approaches to continue with either employment in call center or marriage, or both. By doing a comparative analysis between the respondents of two cities about the decision of marriage, the study provides a range of approaches adopted by the women employees of call centers, while balancing work and the decision of marriage. The chapter also highlights the varying forms of women agency being exercised while dealing with the issue of marriage along with the unprecedented work culture of call centers in India.

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.

scholarly journals Conscientiousness among Call-Center Employees

2014 ◽  
Vol 2 (1) ◽  
Author(s):  
Sonal D. Parmar
Keyword(s):  
Marital Status ◽  
Call Center ◽  
F Test ◽  
Status Effect ◽  
Significant Difference ◽  
Status Difference ◽  
Female Employees ◽  
Call Center Employees ◽  
Female Call ◽  
The Impact

The aim of the present study was to find out the gender difference in conscientiousness and to study the impact of marital status difference in conscientiousness among call-center employees. The sample for the present study consisted of 200 call-center employees. 100 male employees (50 married & 50 unmarried) and 100 female employees (50 married & 50 unmarried). Call-center employees were selected randomly from various call-center of Vadodara city in Gujarat. Conscientiousness scale constructed by John, Donahue & Kentle, 1991; cited in John & Srivastava, 1999: 122, was used to measure conscientiousness trait among male/female and married/unmarried call-center employees. The data was analyzed in terms of mean, SD, and F-test. The result of F-test revealed significant difference in conscientiousness between male and female call-center employees. Male were conscientious than female call-center employees. Further analysis was carried out to know marital status effect on conscientiousness, result revealed no significant difference between married and unmarried call-center employees.

Call centers: is there an upside to the dissatisfied customer experience?

2017 ◽  
Vol 38 (1) ◽  
pp. 39-46 ◽  
Author(s):  
Sarah Hudson ◽  
Helena V. González-Gómez ◽  
Aude Rychalski
Keyword(s):  
Focus Groups ◽  
Call Center ◽  
Performance Metrics ◽  
Emotional Experience ◽  
Negative Emotions ◽  
Exploratory Research ◽  
Negative Effects ◽  
Content Type ◽  
Call Center Employees ◽  
The Impact

Purpose This paper aims to present the triggers of negative customer emotions during a call center encounter and the impact of emotions on satisfaction and loyalty. It suggests ways of mitigating the negative effects of such emotions. Design/methodology/approach This paper uses exploratory research consisting of 33 focus groups with 121 narratives of a call center encounter. Findings Callers predominantly report frustration as the emotion arising from negative experiences in a call center encounter. Goal urgency, reduced customer control and uncertainty underlie this emotional experience. Triggers include assessments of “dehumanized”, “incompetent” or “hostile” call center employees as well as the more well-known multiple transfers and waiting time. Customer may remain loyal after a frustrating encounter if they believe that alternative services will be no better. Research limitations/implications Disembodied service encounters generate conditions of reduced control and certainty which foster negative emotions. The outcomes of negative emotions are not always negative if the call center context is managed appropriately. Focus groups took place in a European business school, so generalizability of the results to other regions may be limited. Practical implications Negative emotions can have a strong effect on loyalty, a key issue in service organizations. This paper provides insights into how to manage customer emotions effectively. Originality/value Customer satisfaction and loyalty in terms of emotions are generally overlooked in the call center industry because of the focus on performance metrics. This study shows that emotions must be taken into account to ensure customer retention and the competitive edge.

Antecedents And Outcomes Of Qwl Among Employees In Banks

2019 ◽  
Vol 118 (7) ◽  
pp. 1-19
Author(s):  
Geethanjali N ◽  
Parveen Roja M ◽  
Lavanya D
Keyword(s):  
Organizational Climate ◽  
Job Stress ◽  
Work Life ◽  
Working Environment ◽  
Quality Of Work Life ◽  
Quality Of Work ◽  
Significant Difference ◽  
Service Productivity ◽  
The Impact

Quality of work life is the major factor to be considered in working environment of any organization. The performance of employees and the organization lies on the ability of the employees based on working environment. The QWL leads to better working environment which improves the performance of organization. The present study has made an attempt to find the level of factors causing QWL and the impact of outcome of QWL in banks. Since the profile of the banks may be associated with the level of outcomes of QWL, the present study has made an attempt to examine it with the help of one way analysis of variance and t-test. The included outcomes of QWL are job satisfaction, job stress, organizational climate, organizational commitment, employees retention behaviour, service quality employees and service productivity of employees. The highly associated determinants of QWL and the significant difference among the PUSBs and PRSBs have been noticed. The significantly associating important profiles of the banks regarding the existence of outcome of QWL are identified.

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