scholarly journals Customer Representatives’ Competence Of Call Center Employees: An Exploratory Study

2020 ◽  
Author(s):  
Murat NAZLI
Keyword(s):  
Exploratory Study ◽  
Call Center ◽  
Call Center Employees

scholarly journals Registration of Blood Exposure Accidents in the Netherlands by a Nationally Operating Call Center

2012 ◽  
Vol 33 (10) ◽  
pp. 1017-1023
Author(s):  
Peter M. Schneeberger ◽  
Annemarie E. Meiberg ◽  
Janet Warmelts ◽  
Sander C. A. P. Leenders ◽  
Paul T. L. van Wijk
Keyword(s):  
The Netherlands ◽  
Call Center ◽  
Preventive Measures ◽  
Healthcare Providers ◽  
Mental Healthcare ◽  
Incidence Rates ◽  
Hepatitis B Vaccination ◽  
Occupational Health Services ◽  
Healthcare Facilities ◽  
Call Center Employees

Objective.Healthcare providers and other employees, especially those who do not work in a hospital, may not easily find help after the occurrence of a blood exposure accident. In 2006, a national call center was established in the Netherlands to fill this gap.Methods.All occupational blood exposure accidents reported to the 24-hours-per-day, 7-days-per-week call center from 2007, 2008, and 2009 were analyzed retrospectively for incidence rates, risk assessment, handling, and preventive measures taken.Results.A total of 2,927 accidents were reported. The highest incidence rates were reported for private clinics and hospitals (68.5 and 54.3 accidents per 1,000 person-years, respectively). Dental practices started reporting incidents frequently after the arrangement of a collective financial agreement with the call center. Employees of ambulance services, midwife practices, and private clinics reported mostly high-risk accidents, whereas penitentiaries frequently reported low-risk accidents. Employees in mental healthcare facilities, private clinics, and midwife practices reported accidents relatively late. The extent of hepatitis B vaccination in mental healthcare facilities, penitentiaries, occupational health services, and cleaning services was low (<70%).Conclusions.The national call center successfully organized the national registration and handling of blood exposure accidents. The risk of blood exposure accidents could be estimated on the basis of this information for several occupational branches. Targeted preventive measures for healthcare providers and other employees at risk can next be developed.Infect Control Hosp Epidemiol 2012;33(10):1017-1023

Work characteristics, musculoskeletal disorders, and the mediating role of psychological strain: A study of call center employees.

2007 ◽  
Vol 92 (5) ◽  
pp. 1456-1466 ◽  
Author(s):  
Christine A. Sprigg ◽  
Christopher B. Stride ◽  
Toby D. Wall ◽  
David J. Holman ◽  
Phoebe R. Smith
Keyword(s):  
Musculoskeletal Disorders ◽  
Call Center ◽  
Work Characteristics ◽  
Psychological Strain ◽  
Mediating Role ◽  
Call Center Employees

scholarly journals Adjustment and Psychological well-being among of Call center employees

2015 ◽  
Vol 2 (2) ◽  
Author(s):  
Nitin R. Korat ◽  
Mohit M. Pandya
Keyword(s):  
Random Sampling ◽  
Call Center ◽  
Significant Positive Correlation ◽  
Reliability And Validity ◽  
Well Being ◽  
Psychological Well Being ◽  
Positive Correlation ◽  
Males And Females ◽  
Call Center Employees

The purpose of present study was to find out correlation between the Adjustment and their Psychological well-being among of Call center employees. The said sample was 240 both males and females in equal numbers was selected through random sampling. Adjustment Inventory &Psychological well-being Inventory are tailor-made instruments, having sufficient reliability and validity. For the purpose of analysis, The Karl-Pearson „r‟ technique was used. Present study reveals the result that there is significant Positive correlation between the Adjustment and Psychological well-being among of Call center employees. The authors suggest that there is a need to explore the rural and the urban correlation in the line of above study.

scholarly journals Stress and Sexual Dysfunction among Call Center Employees

2014 ◽  
Vol 1 (3) ◽  
Author(s):  
Dr. V.D. Kasture
Keyword(s):  
Sexual Dysfunction ◽  
Call Center ◽  
Call Centers ◽  
High Stress ◽  
Work Load ◽  
International Studies ◽  
Positive Thinking ◽  
Wide Range ◽  
Female Employees ◽  
Call Center Employees

The call center community often defines itself as an industry, with numerous national and international call centers. But there has some dispute among researchers as to whether it is appropriate to refer such thing as the ‘call center industry’. Bain and Taylor (1999) argue that it is more appropriate to use the term ‘sector’ as call centers are found across a wide range of industries and may be similar primarily in terms of their core technologies. Belt, Richardson and Websler (2000) agreed that call centers are not an ‘industry’ as the term generally defined, but rather represent certain ways of delivering various services using the telephone and computer technologies across traditional industry boundaries. This research results revealed that female employees from international call centers show high stress score and high sexual dysfunction than domestic call center employees, which means the female employees from international call center differed significantly (t=5.26, p=<0.01) than domestic call center female employees. Results obtained from t test showed that female employees from domestic and international call center differed significantly with one another on stress scores and sexual dysfunction. The reason is that international call center employees have more work stress as compare to that with domestic one. This due to heavy work load, not enough time for social interaction and completion of work within a given period of time. The work culture is more strict and systematic as compared to domestic one. International studies in the past have linked stress t sexual dysfunction and infertility among women. The overall results of the present study suggest the need for stress management programs for reducing the stress and developing positive thinking among young female employees working in call centers.

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 Exit Tales: How Precarious Workers Navigate Bad Jobs

2016 ◽  
Vol 46 (5) ◽  
pp. 573-599 ◽  
Author(s):  
Jeffrey J. Sallaz
Keyword(s):  
Labor Market ◽  
Lived Experience ◽  
Call Center ◽  
Structural Transformations ◽  
Call Center Employees ◽  
Single Cohort

Why do some workers quit undignified “bad jobs,” while others persist in them? We know a great deal about how people find employment, along with what they do at work. But we have few studies documenting the lived experience of quitting a bad job. Recent structural transformations, such as the demise of Fordism and the curtailment of welfare, have surely recalibrated the strategies by which precarious individuals navigate the labor market. This article, an ethnography that follows a single cohort of call center employees over nine months, documents four main pathways through which such workers leave versus stay in their jobs. It argues that the emergent class of precarious workers is not homogenous. Gender, race, and age intersect with class to shape how one experiences a given bad job.

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