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Call Centers & Work Stress

Call centers are places where operators interact with customers via telephones that are typically supported by computer systems. This position is characterized by routine tasks and low control levels leading to work stress (Zapf, Isic, Bechtoldt, and Blau (2003). Thus, work stress in the call center is the topic studied and discussed. The main findings from the three studies provided insight regarding call center stress: Holman, Chissick, and Totterdell (2002) found that performance monitoring in call centers predicted well-being and emotional labor and performance criteria and positive feedback mediated this effect; Jimmieson (2000) found that role conflict and work control affected well-being, somatic health, and job satisfaction, and self-efficacy moderated effects; and Zapf, Isic, Bechtoldt, and Blau (2003) found that call centers differ regarding most job characteristics, complexity and control were lower for call centers than comparison groups, and working conditions needed to be improved in almost all call centers.

For all three studies discussed, survey research was used to assess factors related to work stress in call centers. The first study investigated effects of performance monitoring on work stress, the second study determined the effects of job strain (role conflict, quantitative workload, job control) and the role of self-efficacy as a moderator, and the third study sought to understand the characteristics (job characteristics, job stressors, and emotional labor) of call centers compared to other non-call center jobs. The first two studies used samples from the call center. The third study used a sample from the call center and compared findings with a sample from a non-call center.

"The effects of performance monitoring on emotional labor and well-being in call centers" by Holman, Chissick, and Totterdell (2002). These authors investigated the relationships between performance monitoring, work context...

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Call Centers & Work Stress. (1969, December 31). In LotsofEssays.com. Retrieved 08:28, March 29, 2024, from https://www.lotsofessays.com/viewpaper/1696335.html