Workload, Burnout, and Job Satisfaction Among Call Center Employees

Year 2014, Issue: 66-67, 1 - 13, 15.12.2014

Aşkın Keser Gözde Yılmaz

Abstract

As call centers create more employment opportunities within the service industry, understanding the effect of call center work on employees becomes crucial. Electronic performance measurement, high workload, low job control and constant human interaction make call center employees more prone to burnout and job dissatisfaction than any other sector employees. The aim of this study was to investigate the effect of workload and burnout on job satisfaction of call center employees. 150 call center employees of a commercial bank answered the questionnaire. Regression analysis revealed that emotional burnout was the most important predictor of job satisfaction. Results were documented and further suggestions were made.

Keywords

Job Satisfaction, Burnout, Call Center Employees

Çağrı Merkezi Çalışanlarının İşyükü, Tükenmişlik ve İş Tatmini Düzeyleri

Abstract

Çağrı merkezleri hizmet sektöründe istihdam açısından her geçen gün daha fazla fırsatlar sunarken, bu sektörü anlamak daha da önemli ve anlamlı hale gelmektedir. Elektronik performans ölçümü, aşırı işyükü, iş üzerinde düşük kontrol ve sürekli karşılıklı iletişim özellikleri çağrı merkezi çalışanlarını diğer sektör çalışanlarına oranla daha fazla tükenmeye ve iş tatminsizliğine açık hale getirmektedir. Bu çalışmanın amacı işyükü ve tükenmenin iş tatmini üzerindeki etkisini saptamaktır. Bu amaçla bir ticari bankanın 150 çalışanı üzerinde bir çalışma gerçekleştirilmiştir. Araştırma sonucuna göre duygusal tükenme iş tatmininin en önemli öncülü olarak bulunmuştur. Çalışmada sonuç ve önerilere yer verilmiştir.

Keywords

İş Tatmini, Tükenmişlik, Çağrı Merkezi Çalışanları

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