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Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector

Year 2016, Volume: 6 Issue: 3, 442 - 447, 01.05.2016

Mumtaz Ali Memon Hiram Ting Rohani Salleh Jati Kasuma Ali Yusman Yacob

https://izlik.org/JA46PB86KS

Abstract

The study aims to identify the level of stress and job satisfaction among call operators (COs) in Malaysia. It also explores COs views on the factors affecting their stress level and job satisfaction. This research is based on a case study of a telecommunication contact centre. A mixed-methods design was employed whereby a survey questionnaire was completed by 113 COs, and two in-depth interviews were conducted. The results indicate the reasons and potential outcomes of high level stress and low job satisfaction among COs. Stressful working environment, poor supervisory support, and heavy workload are found to be key factors affecting COs high level of stress and low job satisfaction. As such the study provides valuable insights to researchers and practitioners.

Keywords

Contact centre Call Operators Job Satisfaction Stress Mixed-Method Design

Year 2016, Volume: 6 Issue: 3, 442 - 447, 01.05.2016

Mumtaz Ali Memon Hiram Ting Rohani Salleh Jati Kasuma Ali Yusman Yacob

https://izlik.org/JA46PB86KS

Abstract

There are 0 citations in total.

Details

Other ID JA89GP98YS
Authors

Mumtaz Ali Memon This is me

Hiram Ting This is me

Rohani Salleh This is me

Jati Kasuma Ali This is me

Yusman Yacob This is me

Publication Date May 1, 2016
IZ https://izlik.org/JA46PB86KS
Published in Issue Year 2016 Volume: 6 Issue: 3

Cite

APA Memon, M. A., Ting, H., Salleh, R., Ali, J. K., & Yacob, Y. (2016). Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector. International Review of Management and Marketing, 6(3), 442-447. https://izlik.org/JA46PB86KS
AMA 1.Memon MA, Ting H, Salleh R, Ali JK, Yacob Y. Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector. IRMM. 2016;6(3):442-447. https://izlik.org/JA46PB86KS
Chicago Memon, Mumtaz Ali, Hiram Ting, Rohani Salleh, Jati Kasuma Ali, and Yusman Yacob. 2016. “Level of Stress and Job Satisfaction Among Call Operators: A Case of Malaysian Telecommunication Sector”. International Review of Management and Marketing 6 (3): 442-47. https://izlik.org/JA46PB86KS.
EndNote Memon MA, Ting H, Salleh R, Ali JK, Yacob Y (May 1, 2016) Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector. International Review of Management and Marketing 6 3 442–447.
IEEE [1]M. A. Memon, H. Ting, R. Salleh, J. K. Ali, and Y. Yacob, “Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector”, IRMM, vol. 6, no. 3, pp. 442–447, May 2016, [Online]. Available: https://izlik.org/JA46PB86KS
ISNAD Memon, Mumtaz Ali - Ting, Hiram - Salleh, Rohani - Ali, Jati Kasuma - Yacob, Yusman. “Level of Stress and Job Satisfaction Among Call Operators: A Case of Malaysian Telecommunication Sector”. International Review of Management and Marketing 6/3 (May 1, 2016): 442-447. https://izlik.org/JA46PB86KS.
JAMA 1.Memon MA, Ting H, Salleh R, Ali JK, Yacob Y. Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector. IRMM. 2016;6:442–447.
MLA Memon, Mumtaz Ali, et al. “Level of Stress and Job Satisfaction Among Call Operators: A Case of Malaysian Telecommunication Sector”. International Review of Management and Marketing, vol. 6, no. 3, May 2016, pp. 442-7, https://izlik.org/JA46PB86KS.
Vancouver 1.Mumtaz Ali Memon, Hiram Ting, Rohani Salleh, Jati Kasuma Ali, Yusman Yacob. Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector. IRMM [Internet]. 2016 May 1;6(3):442-7. Available from: https://izlik.org/JA46PB86KS