Job burnout in ambito socio-sanitario e produttivo: I call center sono i piů bruciati?

RISORSA UOMO ◽  
2013 ◽  
pp. 467-482
Author(s):  
Laura Petitta ◽  
Simona Manno ◽  
Anna Concetta Rinaldi
Keyword(s):  
Call Center ◽  
Job Burnout ◽  
The Other ◽  
Self Report ◽  
Call Centre ◽  
Healthcare Organizations ◽  
Call Centres ◽  
Healthcare Settings

This contribution has investigated job burnout and interpersonal strain by administering a self-report questionnaire to 1032 subjects from healthcare (503) and productive organizations (529), and, within the latter, 159 from a call centre. Two ANOVAs investigated the differences related respectively to the type of organization: (a) healthcare and productive organizations; (b) healthcare, call centres and other productive organizations. Surprisingly, healthcare organizations display lower levels of job burnout and interpersonal strain as compared to the productive organizations. Nevertheless, call centre' operators, separated by the other productive organizations, displayed higher levels of job burnout and interpersonal strain as compared to employees from other productive organizations, and especially by those from the healthcare settings.

Call Centre Evolution in the Digital Government

2011 ◽  
pp. 3980-3986
Author(s):  
V. Ambriola ◽  
S. Bertagnini ◽  
L. Pratesi
Keyword(s):  
Public Administration ◽  
Information Service ◽  
The Other ◽  
Call Centre ◽  
Digital Government ◽  
Call Centres ◽  
Administrative Service ◽  
Relevant Role ◽  
Front Office ◽  
Back Office

Public administration is undergoing a radical transformation. Citizens, rather than administrative documents, will be the primary and active subjects of the process of service supply. A new attitude toward administrative service is emerging. Citizens interact with public administration through new channels such as unified administrative counters, multifunction administrative counters, citizen liaisons offices, and Internet. Furthermore, having in mind the goals of shortening the distance between citizens to public administration and improving efficiency and efficacy of public bodies, the use of call and contact centres is quickly spreading out. It is worth to recall the recent case of Allô Service Public, the unified call centre of the French public administration, which on its first day of activation has been contacted by more than 100,000 people, more than any optimistic expectation. For a public administration, a call centre represents a simple way for interacting with citizens. Call centres provide many advantages such as improved efficiency, increased hours of operation, and reduced costs. The main advantage for citizens is that call centres can provide the information they need, as fast as possible and reducing waiting time. Call centres and contact centres are based on an innovative use of the phone channel, on one side, and on multi-channel strategies of access to service and information, on the other side. The combination of these two aspects allows public administration to develop and activate new modes of managing interaction with citizens. A phone-based information service is often the first channel chosen by citizens that want to get in touch with a public body. Call centres, on the other hands, have a relevant role for implementing the link between front-office and back-office services.

scholarly journals Precariousness and call centre work: Operators’ perceptions in Portugal and Brazil

2017 ◽  
Vol 24 (3) ◽  
pp. 243-259 ◽  
Author(s):  
Hermes Augusto Costa ◽  
Elizardo Scarpati Costa
Keyword(s):  
Case Studies ◽  
Economic Performance ◽  
Comparative Research ◽  
The Other ◽  
Call Centre ◽  
Work Process ◽  
Call Centres ◽  
Subjective Perceptions ◽  
Common Trend

We present comparative research on operators’ perceptions of the work process in two telecommunications call centres, one in Portugal and the other in Brazil. We argue that, despite the different pace of economic performance in recent years in Portugal and Brazil, there is a common trend towards casualization. Despite differences between the two call centres, both case studies show a process that imposes standardized behaviour. By exploring the subjective perceptions of call centre operators, we contribute to the ‘pessimistic’ (but probably more realistic) strand of literature on call centre work.

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.

Smoking Assessment through Information Technology

2011 ◽  
pp. 192-215
Author(s):  
Paola Gremigni
Keyword(s):  
Information Technology ◽  
Smoking Cessation ◽  
Smoking Behaviour ◽  
Comprehensive Assessment ◽  
Self Report ◽  
Healthcare Organizations ◽  
Web Based ◽  
Testing Procedures ◽  
Healthcare Settings ◽  
Assessment Procedures

This chapter introduces a proposal for the role of information technology as a means of completing a comprehensive assessment of smoking behaviour. Smoking cessation is an important goal both in primary care and in healthcare settings. Results of the literature encourage the utilisation of self-report questionnaires to assess individual differences that could assist to develop stage-matched-intervention for smoking cessation. Reliable and valid measurement tools are available in this area, but comprehensive assessment procedures are not yet standardized. Computerized/web-based psychological testing procedures may provide relevant advantages, in comparison to traditional paper-pencil approach, in that they may guarantee reliable results through the standardization of both testing and scoring procedures. They may also allow creating a common database accessible to researchers from various healthcare organizations.

Call Centre Evolution in the Digital Government

2011 ◽  
pp. 158-162 ◽  
Author(s):  
V. Ambriola
Keyword(s):  
Public Administration ◽  
Information Service ◽  
The Other ◽  
Call Centre ◽  
Digital Government ◽  
Call Centres ◽  
Administrative Service ◽  
Relevant Role ◽  
Front Office ◽  
Back Office

Public administration is undergoing a radical transformation. Citizens, rather than administrative documents, will be the primary and active subjects of the process of service supply. A new attitude toward administrative service is emerging. Citizens interact with public administration through new channels such as unified administrative counters, multifunction administrative counters, citizen liaisons offices, and Internet. Furthermore, having in mind the goals of shortening the distance between citizens to public administration and improving efficiency and efficacy of public bodies, the use of call and contact centres is quickly spreading out. It is worth to recall the recent case of Allô Service Public, the unified call centre of the French public administration, which on its first day of activation has been contacted by more than 100,000 people, more than any optimistic expectation. For a public administration, a call centre represents a simple way for interacting with citizens. Call centres provide many advantages such as improved efficiency, increased hours of operation, and reduced costs. The main advantage for citizens is that call centres can provide the information they need, as fast as possible and reducing waiting time. Call centres and contact centres are based on an innovative use of the phone channel, on one side, and on multi-channel strategies of access to service and information, on the other side. The combination of these two aspects allows public administration to develop and activate new modes of managing interaction with citizens. A phone-based information service is often the first channel chosen by citizens that want to get in touch with a public body. Call centres, on the other hands, have a relevant role for implementing the link between front-office and back-office services.

scholarly journals Study to assess the health issues among employees working in selected call centres of Mangalore

2018 ◽  
Vol 8 (6) ◽  
pp. 58-61
Author(s):  
Maqbool Insha ◽  
Devina E Rodrigues ◽  
Kiran Rao Chavan
Keyword(s):  
Call Center ◽  
Rest Period ◽  
Sampling Technique ◽  
Working Hours ◽  
Call Centre ◽  
Health Issues ◽  
Job Experience ◽  
Call Centres ◽  
Job Opportunities ◽  
Baseline Characteristics

Background: The new mantra for job opportunities among young population is “call center”. Though Bangalore is considered as hub for call centres, the slowly call centres are emerging in Mangalore. Since this job has got a lot of mental pressure, it can be even exhibited in the form of physical and physiological symptoms. Hence, an attempt has been made by the investigator to assess the health issues among call centre employees. Objectives: A descriptive study aimed to assess the health issues among employees working in selected call centres. Materials and Methods: Convenience sampling technique was used to select the sample size of 80 call centre employees. The dichotomous questionnaire having 22 items and baseline proforma having 16 items were given for the subjects to place their responses. Results: The present study revealed that overall percentage of health issues was around 19% that shows the employees had one or the other type of health issue. Headache was the most frequent complaint (66.3%) sounded by the subjects. Second common complaint was eye strain (45%) followed by back pain (43%). Less proportion (28.8%) of the respondents were restless and 27.5% had gained weight. There was  a significant association between age (χ2 =16.20,p<0.05), gender (χ2 =6.5,p <0.05), religion (χ2 =33.80,p<0.05), marital status (χ2 =49.37,p<0.05), type of family (χ2 =45.0,p <0.05), habits (χ2 =174.1,p <0.05), frequency of habits (χ2 =48.05,p <0.05), years of job experience (χ2 =28.67,p<0.05), type of shift (χ2=45.0,p<0.05), average number of working hours (χ2 =72.20,p <0.05), rest period (χ2 =54.45,p<0.05), duration of rest period (χ2 =25.87,p<0.05) and participation in health awareness program (χ2=76.05,p<0.05) with baseline characteristics. Conclusion: From the findings, it can be inferred that the longer the working hours, the more the health issues. The rest period ensures the less health issues. More the years of job experience more will be the health issues, the smokers had more health issues than the non smokers.                      Keywords: Health issues, employees, call centres

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/RevECIPeru2019.0001/ 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.

Association of Age, Birth order and Family Income with Psycho-social problems in Rural Adolescents

JMS SKIMS ◽  
2017 ◽  
Vol 20 (2) ◽  
pp. 90-95
Author(s):  
Noorul Amin
Keyword(s):  
Birth Order ◽  
Rural Areas ◽  
Sampling Method ◽  
Family Income ◽  
Psychosocial Problems ◽  
The Other ◽  
Self Report ◽  
Rural Adolescents ◽  
Youth Self Report ◽  
Urban And Rural Areas

Background: The present age is the age of stress. Everybody is disturbed due to one or the other reason irrespective of their age. However, adolescents are more prone to psychological and sociological disturbances.Objectives:To assess the psychosocial problems in adolescents.Methods: The study was conducted in selected schools of urban and rural areas taking 100 participants each for boys and girls using convenient sampling method. The tool used was youth self report. The data collected was analyzed using appropriate statistical methods.Results: The study revealed that 48.5% adolescents were well adjusted; 47% were having mild psychosocial problems; 4% had moderate psychosocial problems and 0.5% had severe psychosocial problems.Conclusion: Adolescents irrespective of their living places had varying degrees of psychosocial problems. JMS 2017; 20 (2):90-95

A Complete Replica of Contemporary Indian Society in the Fictional Works of Chetan Bhagat: A Detailed Literary Analysis of his Five Point Someone, One Night @ the Call Center and The Three Mistake of My

1970 ◽  
Vol 4 (6) ◽  
pp. 17
Author(s):  
Vikram Patel
Keyword(s):  
Middle Class ◽  
Call Center ◽  
English Literature ◽  
The Other ◽  
Literary Analysis ◽  
Indian Society ◽  
Indian English ◽  
Clear Cut ◽  
Middle Class Family ◽  
Fiction Writers

hetan Bhagat is one of the most influential fiction writers of contemporary Indian English literature. Postmodern subjects like youth aspirations, love, sex, marriage, urban middle class sensibilities, and issues related to corruption, politics, education and their impact on the contemporary Indian society are recurrently reflected thematic concerns in his fictions. In all his fictions, he has mostly depicted the contemporary urban social milieu of Indian society. Though the fictions of Chetan Bhagat are romantic in nature, contemporary Indian society and its major issues are the chief of the concerns of all his fictions. He has focused on the contemporary issues of middle class family in his fictional works. All of the chief protagonists of his works are sensitive youth and they do not compromise with the prevalent situations of society. Most of the characters are like caricatures that represent one or the other vice or virtue of the contemporary Indian society. The author has a mastery to convince the reader about the prevalent condition of society so that one can easily reproduce in mind, a clear cut image of contemporary Indian society. The present article is a sincere endeavor to present the detailed literary analysis of the select fictions of Chetan Bhagat keeping in mind how the contemporary Indian society has been replicated in the fictions.

The Role and Activities of Board-Certified Chaplains in Advance Care Planning

2021 ◽  
pp. 104990912198999
Author(s):  
Jung Kwak ◽  
Soyeon Cho ◽  
George Handzo ◽  
Brian P. Hughes ◽  
Sami S. Hasan ◽  
...  
Keyword(s):  
Advance Care Planning ◽  
Self Report ◽  
Healthcare Team ◽  
Care Planning ◽  
Cross Sectional ◽  
Team Members ◽  
Roles And Responsibilities ◽  
Healthcare Settings ◽  
Academic Medical ◽  
Advance Care

Background: Healthcare chaplains have key roles in providing palliative support to patients and families, and they are well-suited to facilitate advance care planning (ACP). However, empirical data on the roles and responsibilities of chaplains in facilitating ACP are limited. Objectives: To examine the roles of board-certified healthcare chaplains in ACP in various healthcare settings. Methods: A cross-sectional, web-based self-report survey was conducted with 585 board-certified chaplains recruited from 3 major professional chaplains’ organizations in the U.S. The survey data included chaplains’ demographic and professional characteristics, their roles and responsibilities, and responses regarding communication and participation with other healthcare team members in facilitating ACP, including experienced barriers. Results: More participants worked in community hospital settings (42%) and academic medical centers (19.6%) than in any other setting. Over 90% viewed ACP as an important part of their work, 70% helped patients complete advance directives, and 90% helped patients discuss their preferences about end-of-life treatments. Many chaplains were not consistently included in team discussions regarding decision-making, although most chaplains reported that they could always find ways to communicate with their teams. Conclusion: Professional board-certified chaplains regularly engage in facilitating ACP discussions with patients and families in various healthcare settings. There is a need to recognize and provide systematic support for the role of chaplains in facilitating ACP conversations and to integrate chaplains into routine interdisciplinary team and family meetings.

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