Call Centres represent one of the fastest growing industries today. In a competitive
business environment the service delivered by Call Centre operators needs to be quantified
and this is achieved through Electronic Performance Monitoring (EPM). This study
considered the effects of EPM, and related factors such as job control, task complexity,
performance, goal-setting and feedback, on the job satisfaction, organisational commitment
and work stress, of Call Centre operators. The impact of these factors on staff turnover,
which media reports suggest is very high for many Call Centres, was also considered. A
total of 388 participants (265 females, 123 males) completed a voluntary self-report
questionnaire. All participants were Call Centre operators who were working in one of 27
call centres across Australia in a variety of industries, including Banking & Finance, IT,
Employment, Insurance and Telecommunications. All operators were working in an
electronically monitored environment. Regression and path analyses revealed age, that is
younger employees, and job dissatisfaction to be the only variables that predicted staff
turnover. A positive perception of EPM was predicted by a positive perception of both
goal-setting and feedback. It was concluded that while staff turnover was high in the
current sample, it was not associated with perceptions of EPM, and other factors appeared
to be more important.
| Identifer | oai:union.ndltd.org:ADTP/218616 |
| Date | January 2002 |
| Creators | Morison, Rebecca, n/a |
| Publisher | University of Canberra. Health Sciences |
| Source Sets | Australiasian Digital Theses Program |
| Language | English |
| Detected Language | English |
| Rights | ), Copyright Rebecca Morison |
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