HRM and OHS in the international call centre industry

2004 ◽  
pp. 123-147
Keyword(s):  
Call Centre

Work Stress and Organisational Citizenship Behaviours (OCBs) in Call Centers Employees

2015 ◽  
Vol 3 (1) ◽  
Author(s):  
Sunita ◽  
Urvashi Singh ◽  
Shalini Singh ◽  
Rajnee Sharma
Keyword(s):  
Negative Impact ◽  
Call Centers ◽  
Negative Relationship ◽  
Married Couples ◽  
Call Centre ◽  
Simple Correlation ◽  
Nuclear Families ◽  
Set Up ◽  
Stress At Work ◽  
The Relationship

The present study was conducted to examine the relationship between organisational stress and organisational citizenship behaviours (OCBs) in employees of call centers. The study also further explored as how stress at work set-up has negative impact on OCBs. A sample of 250 employees working in call centre of Gurgaon belonging to an age group of 25-30 years were selected on availability basis. All were working married couples living in nuclear families. Job stress survey (Spielberger & Vagg, 1999) and Organisational Citizenship Behaviour (Bateman & Organ, 1983) were administered. Data was analysed by using simple correlation and multiple regression. Results showed the negative relationship between organisational stress and OCBs. Results of regression analysis also exhibited the negative impact of stress on OCBs. The implications for the employees are discussed.

scholarly journals Assessing the impact of a combined nutrition counselling and cash transfer intervention on women’s empowerment in rural Bangladesh: a randomised control trial protocol

BMJ Open ◽  
2021 ◽  
Vol 11 (6) ◽  
pp. e044263
Author(s):  
Elizabeth K Kirkwood ◽  
Michael John Dibley ◽  
John Frederick Hoddinott ◽  
Tanvir Huda ◽  
Tracey Lea Laba ◽  
...  
Keyword(s):  
Quantitative Data ◽  
Women's Empowerment ◽  
Cash Transfer ◽  
Women’S Empowerment ◽  
Randomised Control Trial ◽  
Call Centre ◽  
Rural Bangladesh ◽  
Nutrition Counselling ◽  
The Impact ◽  
Unconditional Cash Transfer

IntroductionThere is growing interest in assessing the impact of health interventions, particularly when women are the focus of the intervention, on women’s empowerment. Globally, research has shown that interventions targeting nutrition, health and economic development can affect women’s empowerment. Evidence suggests that women’s empowerment is also an underlying determinant of nutrition outcomes. Depending on the focus of the intervention, different domains of women’s empowerment will be influenced, for example, an increase in nutritional knowledge, or greater control over income and access to resources.ObjectiveThis study evaluates the impact of the Shonjibon Cash and Counselling (SCC) Trial that combines nutrition counselling and an unconditional cash transfer, delivered on a mobile platform, on women’s empowerment in rural Bangladesh.Methods and analysisWe will use a mixed-methods approach, combining statistical analysis of quantitative data from 2840 women in a cluster randomised controlled trial examining the impact of nutrition behaviour change communications (BCCs) and cash transfers on child undernutrition. Pregnant participants will be given a smartphone with a customised app, delivering nutrition BCC messages, and will receive nutrition counselling via a call centre and an unconditional cash transfer. This study is a component of the SCC Trial and will measure women’s empowerment using a composite indicator based on the Project-Level Women’s Empowerment in Agriculture Index, with quantitative data collection at baseline and endline. Thematic analysis of qualitative data, collected through longitudinal interviews with women, husbands and mothers-in-law, will elicit a local understanding of women’s empowerment and the linkages between the intervention and women’s empowerment outcomes. This paper describes the study protocol to evaluate women’s empowerment in a nutrition-specific and sensitive intervention using internationally validated, innovative tools and will help fill the evidence gap on pathways of impact, highlighting areas to target for future programming.Ethics and disseminationEthical approval has been obtained from the International Centre for Diarrhoeal Disease Research (Ref. PR 17106) and The University of Sydney (Ref: 2019/840). Findings from this study will be shared in Bangladesh with dissemination sessions in-country and internationally at conferences, and will be published in peer-reviewed journals.

scholarly journals Agrilnfo: An agricultural information system based on a call centre in China

2007 ◽  
Vol 50 (5) ◽  
pp. 797-806 ◽  
Author(s):  
Gao Wen ◽  
Fu Zetian ◽  
Li Daoliang ◽  
You Longyong ◽  
Zhang Jian ◽  
...  
Keyword(s):  
Information System ◽  
Call Centre

Enhancing customer service: Perspective taking in a call centre

2007 ◽  
Vol 16 (2) ◽  
pp. 141-168 ◽  
Author(s):  
Carolyn M. Axtell ◽  
Sharon K. Parker ◽  
David Holman ◽  
Peter Totterdell
Keyword(s):  
Customer Service ◽  
Perspective Taking ◽  
Call Centre ◽  
Service Perspective

scholarly journals A study to determine the prevalence and factors associated with hypertension among employees working at a call centre Nairobi Kenya

2017 ◽  
Vol 27 ◽  
Author(s):  
Mwagi Joseph Onyango ◽  
Iyeri Kombe ◽  
Daniel Sagwe Nyamongo ◽  
Moses Mwangi
Keyword(s):  
Call Centre ◽  
Factors Associated

Improving call centre agent performance

2006 ◽  
Vol 17 (2) ◽  
pp. 136-157 ◽  
Author(s):  
Vaikalathur Shankar Mahesh ◽  
Anand Kasturi
Keyword(s):  
Call Centre
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