Abstract

The purpose of this paper is to examine the significance of job satisfaction in call centre on employees. The approach implemented in this study was a quantitative research. This was conducted via self-designed questionnaire, based on critical analysis of the literature available on Job satisfaction in call centres. The findings suggest that high stress, odd working time, and work environment have a negative impact on employees’ job satisfaction. Health issues are created in the call centres. Although there have been many works presented on call centres over the years and the sector has matured, the business still seems to struggle with similar problems. In the wake of social media and other communication channels, call centres might have to go through changes. In order to progress managers must understand the value of their employee and their impact on the customer. The findings of this paper may contribute to employee or a manager working in the call centre environment who is interested in transforming their centres into customer contact centres, and improving circumstances for employees and customers. The research may also contribute the already existing literature.

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