PowerPointprsentation

1
Working Life Ethics, NES 2004 August 16th-18th
Well being and job satisfaction among call centre
agents M.Sc. Inger-Marie Wiegman Phone 45 33
89 01 64 E-mail imw_at_casa-analyse.dk
2
Content

• Introduction, objectives and methods
• Selected results
• Conclusion
• New work design
• Ethic reflections

3
Introduction

• Survey among nearly 800 call centre agents
• - four companies
• - inhouse call centre
• - inbound calls
• Part of a project
• - initiated by CASA, DTU and HSS (South Zealand
  Business College)
• - funded by European Social Fund
• - running 2003-2005
• See more www.callcentre.dk

4

• Objectives
• Objective of the project
• To develop call centre into sustainable
  workplaces for the individual call centre agent,
  the company and the society
• Objectives of the survey
• Starting point for initiating changes in the
  work design in the separate companies
• Baseline for documentation for the improvement
  obtained at the end of the project

5
Methods

• Questionnaire with 67 questions and 220
  variables
• - distributed by electronic mail to 774 call
  centre agents
• - answered during working hours
• - answers treated anonymously
• Answered by 647 call agents (83,6 percentage)

6
Results

• about the call centre agents
• 80 are women
• average age 43 years
• average seniority 6 years
• average 10 days per year of absence due to
  illness
• about the work
• average 77 of working hours on the phone
• average of 177 calls
• 67 normally find the number of calls appropriate

7
Results

• Well being and job satisfaction
• 84 are satisfied with their job on the whole
• 29 find the job mentally strainfull
• 32 suffering from stress
• Job satisfaction is most adversely affected by
• lack of control and autonomy
• lack of potentiality
• lack of challenges
• Also adversely affected by conflict between
  quantitative and qualitative demands in the job

8
Results
plt0,05 - plt0,01 - plt0,001
9
Results
plt0,05 - plt0,01 - plt0,001
10
Results
plt0,05 - plt0,01 - plt0,001
11
Results
How often do you experience a conflict between
the number of customer interactions you are
expected to have and the quality you are expected
to give?
Seldom (51)
Sometimes (31)
Often (18)
13
Mentally strainfull
53
41
8
Dissatisfied with the job
39
14
24
Suffering from stress
51
35