Well Being and Job Satisfaction Among Call Centre Agents

Inger Marie Wiegman; Karen Mathiesen; Niels Møller

Well Being and Job Satisfaction Among Call Centre Agents

Inger Marie Wiegman, Karen Mathiesen, Niels Møller

Center for Alternativ Samfundsanalyse

Research output: Chapter in Book/Report/Conference proceeding › Article in proceedings › Research › peer-review

Abstract

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 language	English
Title of host publication	Nordic Ergonomics Society 36th Annual Conference
Publication date	2004
Publication status	Published - 2004
Event	36th Annual Nordic Ergonomics Society Conference : Working Life Ethics - Kolding, Denmark Duration: 16 Aug 2004 → 18 Aug 2004 Conference number: 36

Conference

Conference	36th Annual Nordic Ergonomics Society Conference
Number	36
Country/Territory	Denmark
City	Kolding
Period	16/08/2004 → 18/08/2004

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title = "Well Being and Job Satisfaction Among Call Centre Agents",

abstract = "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.",

author = "Wiegman, {Inger Marie} and Karen Mathiesen and Niels M{\o}ller",

year = "2004",

language = "English",

booktitle = "Nordic Ergonomics Society 36th Annual Conference",

note = "36th Annual Nordic Ergonomics Society Conference : Working Life Ethics, NES Conference 2004 ; Conference date: 16-08-2004 Through 18-08-2004",

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AU - Mathiesen, Karen

AU - Møller, Niels

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N2 - 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.

AB - 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.

M3 - Article in proceedings

BT - Nordic Ergonomics Society 36th Annual Conference

T2 - 36th Annual Nordic Ergonomics Society Conference

Y2 - 16 August 2004 through 18 August 2004

ER -

Well Being and Job Satisfaction Among Call Centre Agents

Abstract

Conference

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