The role of general and specific stressors in the health and well-being of call centre operators.

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ID: 106088
2015
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Abstract
The call centre industry has developed a reputation for generating a highly stressful work environment with high absenteeism and turnover rates. Research has identified role ambiguity, role conflict, role overload, and work-family conflict as common stressors in other settings. Call centre research has additionally identified performance monitoring, job design and job opportunities as call centre specific stressors.This study investigated the impact of the identified stressors on burnout, somatic symptomology, and turnover intent among 126 call centre representatives (CCRs) from 11 call centres in metropolitan Melbourne, Australia.Hierarchical multiple regression analyses found that the common organizational stressors significantly explained between 10% and 53% of the variance in somatic symptomology, burnout (all 3 dimensions) and turnover intent. An additional amount of variance, between 6% and 22% in each of these dependent measures was significantly accounted for by the grouped call centre specific stressors.Overall, common organizational stressors and call centre specific stressors both significantly and independently contributed to burnout, somatic symptomology and turnover intent. These findings are discussed in relation to previous research, and suggestions for improved practice within call centres to safeguard the well-being of workers and for future research are provided.
Reference Key
mellor2015thework Use this key to autocite in the manuscript while using SciMatic Manuscript Manager or Thesis Manager
Authors Mellor, David;Moore, Kathleen A;Siong, Zhong Ming Benjamin;
Journal Work
Year 2015
DOI
10.3233/WOR-141975
URL
Keywords
stress health turnover

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