Background Specific characteristics of the job (procedures, organization, relationships) may sustain or reduce well- being and motivation among call-centre operators. Aim To report results of semi-structured interviews conducted with 1106 call-centre operators working in a large-scale Italian telephone company. Methods A mixed quali-quantitative approach was used for study conduction. While questionnaires include mainly standardized scales on work-related psychosocial characteristics and well-being, semi-structured interviews comprise ad-hoc questions aimed at deepening knowledge concerning procedural, organizational and relational characteristics of the job. Results Among participants (72.4% women), mean age was 32.5 (s.d. 3.7) and mean job seniority 6.9 (s.d. 1.5). Most operators worked part-time (86.9%) and performed in-bound call handling (57.6%). Nearly two thirds considered the “need to work under tight deadlines”as the main source of pressure. About 45% deemed organizational resources available for client management as adequate. In this respect, main problems reported were “no sufficient time for managing clients”(22%) and “problems with IT instrumentation”(10.8%). Three-quarter felt uncomfortable with performance monitoring for several reasons (mainly “unreasonable pressure”). About 75% considered clients to be emotionally demanding, mostly for their rudeness/arrogance. Although scarce, two thirds deemed career possibilities as not influencing their work motivation. Nearly all subjects considered relationships with colleagues as “good”. For 76%, relationships were “good”also with their supervisor. Finally, 56.4% regarded work breaks as adequate, while 27.4% as no sufficient for recovery. Conclusion Semi-structured interviews may favour workers’ participation and provide more concrete and usable information on potential psychosocial risk factors among call-centre operators, mainly for intervention purposes

Procedural, organizational and relational aspects of call-centre job : results of semi-structured interviews / P.M. Conway, P. Campanini, D. Camerino, S. Punzi, G.P. Fichera, S. Sartori, G. Costa. ((Intervento presentato al convegno ICOH-WOPS : The changing world of work tenutosi a Amsterdam nel 2010.

Procedural, organizational and relational aspects of call-centre job : results of semi-structured interviews

P.M. Conway
Primo
;
P. Campanini
Secondo
;
D. Camerino;S. Punzi;G.P. Fichera;S. Sartori
Penultimo
;
G. Costa
Ultimo
2010-06-13

Abstract

Background Specific characteristics of the job (procedures, organization, relationships) may sustain or reduce well- being and motivation among call-centre operators. Aim To report results of semi-structured interviews conducted with 1106 call-centre operators working in a large-scale Italian telephone company. Methods A mixed quali-quantitative approach was used for study conduction. While questionnaires include mainly standardized scales on work-related psychosocial characteristics and well-being, semi-structured interviews comprise ad-hoc questions aimed at deepening knowledge concerning procedural, organizational and relational characteristics of the job. Results Among participants (72.4% women), mean age was 32.5 (s.d. 3.7) and mean job seniority 6.9 (s.d. 1.5). Most operators worked part-time (86.9%) and performed in-bound call handling (57.6%). Nearly two thirds considered the “need to work under tight deadlines”as the main source of pressure. About 45% deemed organizational resources available for client management as adequate. In this respect, main problems reported were “no sufficient time for managing clients”(22%) and “problems with IT instrumentation”(10.8%). Three-quarter felt uncomfortable with performance monitoring for several reasons (mainly “unreasonable pressure”). About 75% considered clients to be emotionally demanding, mostly for their rudeness/arrogance. Although scarce, two thirds deemed career possibilities as not influencing their work motivation. Nearly all subjects considered relationships with colleagues as “good”. For 76%, relationships were “good”also with their supervisor. Finally, 56.4% regarded work breaks as adequate, while 27.4% as no sufficient for recovery. Conclusion Semi-structured interviews may favour workers’ participation and provide more concrete and usable information on potential psychosocial risk factors among call-centre operators, mainly for intervention purposes
Call centre job ; Semi-structured interviews
Settore MED/44 - Medicina del Lavoro
Procedural, organizational and relational aspects of call-centre job : results of semi-structured interviews / P.M. Conway, P. Campanini, D. Camerino, S. Punzi, G.P. Fichera, S. Sartori, G. Costa. ((Intervento presentato al convegno ICOH-WOPS : The changing world of work tenutosi a Amsterdam nel 2010.
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Utilizza questo identificativo per citare o creare un link a questo documento: http://hdl.handle.net/2434/157156
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