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

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

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

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

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

Abstract

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Details

Other ID	JA89GP98YS
Journal Section	Research Article
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
Published in Issue	Year 2016 Volume: 6 Issue: 3

Cite

APA	Memon, M. A., Ting, H., Salleh, R., Ali, J. K., et al. (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.
AMA	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. May 2016;6(3):442-447.
Chicago	Memon, Mumtaz Ali, Hiram Ting, Rohani Salleh, Jati Kasuma Ali, and Yusman Yacob. “Level of Stress and Job Satisfaction Among Call Operators: A Case of Malaysian Telecommunication Sector”. International Review of Management and Marketing 6, no. 3 (May 2016): 442-47.
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	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, 2016.
ISNAD	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 6/3 (May 2016), 442-447.
JAMA	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, 2016, pp. 442-7.
Vancouver	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):442-7.