Satisfaction and dimensions of control among call centre customer service representatives

The impact of the call centre workplace upon employee satisfaction or well-being is beginning to attract the attention of researchers. The aim of this paper is to explore the factors related to control and other work-based characteristics that impact upon employee well-being in call centres. Based on a survey (n = 173), data are presented to highlight antecedents of employee well-being or job satisfaction in a call centre. Using factor analysis and regression modelling, we have isolated eight factors that are significantly associated with job satisfaction (see Figure 1 ). 10.1080/0958519042000295000-RIJH_A_10058091_O_fig1 Figure 1 The predictors of satisfaction Emotional pressure emerges as a significant as a dimension of control underpinning factors impacting upon job satisfaction. In addition, work-based characteristics including computer-facilitated and supervisory control associated with the role of the customer service representative (CSR) are shown to be direct antecedents of satisfaction. Another e...