The purpose of this study is two-faceted. The first component of the study purpose is to identify the major factors that affect the motivation and job satisfaction of call centre agents in Indian call centre companies. The second component of the study purpose is to determine how the effects of these factors varied in relation to the demographic and personal characteristics of call centre agents in Indian call centre companies.
Two research questions are investigated through the conduct of this study. The two research questions are as follows:
1. What factors most affected the motivation and job satisfaction of call centre agents in Indian call centre companies?
2. How were levels of job satisfaction among call centre agents working for call centre companies in India affected by agents' perceptions of empowerment and organisational commitment?
The research sample is 92 call centre agents selected on a voluntary basis from 12 call centre operations. The members of the research sample completed the Job in General Scale of the Job Descriptive Index. The members of the research sample also provided self-ratings of organisational empowerment and organisational commitment.
Data required to investigate the research questions and test the hypotheses ere obtained through a mail administration of the Job Descriptive Index instrument to call centre agents included in the research sample. A copy of the Job Descriptive Index instrument is in the study as an appendix. Members of the research sample also provide self ratings of perceptions of organisational empowerment and organisational commitment.
Descriptive statistical analysis is applied in the investigation of research question one. Regression analysis is applied in the investigation of research question two.
In relation to research question one, the finding is that call centre agents with the lowest employment durations tended to be the most dissatisfied. With r...