Call centre turnover intentions and personal attributes of agents - Kazalarska, Teodora
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This research project looks at the call center environment: issues like high work demands, shift work, long hours of work, low pay, unskillful labor, no control over execution, very strict climate, Taylorism. On the other hand, we have that within the South African settings call centers are considered white collar labor that gives people opportunities to grow within a company, it has been perceived as a good economic opportunity to get more training and education. The findings show that call center agents who are more resilient do not find the environment highly stressful to the point that…mehr

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Produktbeschreibung
This research project looks at the call center environment: issues like high work demands, shift work, long hours of work, low pay, unskillful labor, no control over execution, very strict climate, Taylorism. On the other hand, we have that within the South African settings call centers are considered white collar labor that gives people opportunities to grow within a company, it has been perceived as a good economic opportunity to get more training and education. The findings show that call center agents who are more resilient do not find the environment highly stressful to the point that they want to leave. This research has given some positive light to the call center environment which in other countries has been described as: "sweat shop of the digital era" or as a highly demanding job with very little autonomy.
Autorenporträt
I am a passionate and positive person who believes in people and their development. Industrial psychology has given me the tools to follow and execute my passion within variety of companies starting from call centers to the mines; from very corporate to very unstructured, 'make a plan' kind of environments. All of these experiences shaped me.