Call centres are typically characteristic of a highly repetitive, monotonous, and low skilled nature of work, which has resulted in low levels of job satisfaction, dissatisfaction or no satisfaction for call centre representatives. This has been the motivating factor in determining if a relationship exists between call centre representatives’ job satisfaction and their locus of control orientation. A sample of 103 call centre representatives from a call centre in KwaZulu-Natal participated in this research. The results of the research suggest that there is no significant relationship between call centre representatives’ job satisfaction and their locus of control orientation. The findings suggest that irrespective of a call centre representative’s locus of control orientation, the nature of work in a call centre itself is such that it leads low levels of job satisfaction, dissatisfaction and no satisfaction. The results further suggest that there is no relationship between call centre representatives’ job satisfaction, gender, qualifications and tenure. Similarly, no relationship has been found between call centre representatives’ locus of control orientation, gender, qualifications and tenure. These findings indicate that further research is required to understand job satisfaction within the call centre, as there is limited research within the South African context. / Thesis (M.A.)-University of KwaZulu-Natal, Durban, 2008.

The call centre industry has experienced a boom over the last decades. More organisations are making use of call centres as a means of speedy service deliveries to their customers. Call centres have therefore become an important method of communication between customers and clients, however the call centre environment has been characterised as being demanding and negatively impacting on employees. This study is therefore aimed at understanding employee experiences of commitment and happiness within the call centre environment. Specifically whether or not those employed within the call centre environment experience both commitment and happiness. Data in the study was collected with the use of a biographical questionnaire and semi- structured interviews. The results in the study suggest that commitment and happiness are experienced in the call centre environment when positive organisational factors such as feedback, recognition, goal accomplishment and growth opportunities are present. / Thesis (M.A.)-University of KwaZulu-Natal, Durban, 2012.