Well Being and Job Satisfaction Among Call Centre Agents

Inger Marie Wiegman, Karen Mathiesen, Niels Møller

    Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review


    A survey among 774 agents in four large Danish companies in house call centres shows that working in a call center is stressfull. Lack of control and autonomy, lack of potentiality and challenges, conflict between qualitative and quantitative demands and monitoring all have an adverse effect on job satisfaction. The survey reveals a need for improving working conditions and for development of the work as such in call centres. The survey suggests that the agents both want to participate in the process of development and that they can contribute to the process in a competent way. In the project as part of which the survey has been undertaken there is already several examples of how this can be done.
    Original languageEnglish
    Title of host publicationNordic Ergonomics Society 36th Annual Conference
    Publication date2004
    Publication statusPublished - 2004
    Event36th Annual Nordic Ergonomics Society Conference : Working Life Ethics - Kolding, Denmark
    Duration: 16 Aug 200418 Aug 2004
    Conference number: 36


    Conference36th Annual Nordic Ergonomics Society Conference


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