BibTex RIS Cite

Çağrı Merkezi Çalışanlarında İş Yükü Düzeyi ile İş Doyumu İlişkisinin Araştırılması

Year 2006, Issue: 11, 100 - 119, 01.06.2006

Aşkın Keser

Abstract

Günümüzde işletmelerin müşterilerine etkin bir şekilde ulaşabilmek amacıyla “çağrı merkezleri”ni yoğun bir şekilde kullandıkları görülmektedir. Bilgisayar destekli, telefon görüşmelerini içeren ve müşterilerin sorunlarına cevap verilen bu yeni iş şekli, özellikle çalışma ve örgüt psikolojisi alanı uzmanları tarafından yoğun eleştirilere maruz kalmaktadır. Yapılan işin monoton olması, iş yükünün fazla olması, çalışanın işte insiyatif kullanamaması ve yoğun stresli olması temel eleştiriler arasındadır. Özellikle Taylorizmin geri dönüşü şeklinde de eleştiriler söz konusudur. Çalışmada yukarıda değinilen eleştirilere bağlı olarak çağrı merkezinde çalışan işgücünün iş yükü düzeyi ile iş doyumu arasındaki ilişki araştırılmak istenmiştir. Ülke ekonomisinde önemli bir role sahip bir finans kurumunda (banka) gerçekleştirilen araştırmada (N=101) çağrı merkezi çalışmasındaki iş yükünün çalışanların iş doyumunu etkilediği tespit edilmiştir. Bu sonuç araştırma verilerinin istatistiki olarak analizi sonrası bulunmuştur. (Korelasyon ve Regresyon Analizi) Araştırmada çalışanların iş yükü yüksek bulunmuş buna bağlı olarak iş doyum düzeyleri de düşük saptanmıştır

Keywords

Çağrı Merkezi İşi İş Yükü İş Doyumu Çalışma Psikolojisi İş Stresi

References

  • "Karoshı " , Reduce stress, workload and work time and improve work-life balance before it's too late , Hot Topics in Collective Bargaining Issues, Vol:5, April 2003, Public Servise for Alliance of Canada, , pp 1-19
  • “Understandıng Ergonomıcs At Work”, Health and Safety Executive Publication, Free Leaflets, December 2005, Erişim Adresi: http://www.hse.gov.uk/pubns/indg90.pdf
  • Bain Peter, Watson Aileen, Mulvey Gareth, Taylor Phil and Gall Gregor, “Taylorism, Targets and the Pursuit of Quantity and Quality by Call Centre Management”, Draft
  • Bakker, Arnold B., Demerouti, Evangalia and Schaufeli, Wilmar B. (2003), “Dual Process at work in a call center:An application of the job demands-resources model” European Journal of Work and Organizational Psychology, Vol:12 No:4
  • Baltaş Acar, (2005) Ekip Çalışması ve Liderlik, Remzi Kitabevi, 6. Basım, İstanbul
  • Bayram Nuran (2004), Sosyal Bilimlerde SPSS İle Veri Analizi, Bursa
  • Bilgin Nuri (1995), Sosyal Psikolojide Yöntem ve Pratik Çalışmalar, Sistem Yayıncılık
  • Call center çalışanları 'el bebek gül bebek', http://www.isteinsan.com.tr/kar103- 20050410.html, Sabah İş’te İnsan Gazetesi. 10.04.2005
  • Cedoline, Anthony J. (1982), “Excerpts from Job Burnout: Symptoms, Causes, and Sur- vival Skills” Columbia University Press
  • Ceylan Adnan, Çöl Güner, Gül Hasan (2005), “İşin Anlamlılığını Belirleyen Sosyo-Yapısal Özelliklerin Güçlendirmeye Olan Etkileri ve Sonuçları Üzerine Bir Araştırma”, Doğuş Üniversitesi Dergisi, 6 (1), ss.35-51
  • Chen Sockel Hy, Chen Kauanchin, and Kroeger, James W. (2001), “Technological Adoption to Combat Burnout” In The Proceedings of ISECON 2001, v 18 (Cincinnati): §15b.
  • Frenkel Stephen J., Tam May, Korcyzynski Marek and Shire Karen (1998), “Beyond Bu- reaucracy? Work Organizations in Call Centers”, The International Journal of Human Resource Management, Vol:9 No:6, pp.957-979
  • Grebner Simone, Semer Norbert K., Faso Luca Lo, Gut Stephan, Gut Kälin Wolfgangand, Elfering, Achim (2003), “Working conditions, well-being, and job-related attitudes among call center agents”, European Journal of Work and Organizational Psychology, Vol:12 No:4. pp.341-365
  • Greenberg Edward S., Sikora Patricia, Grunberg Leon and Moore Sarah, “Work Teams and Organizational Commitment” Working Paper, University of Puget Sound
  • Gümüştekin Gülten Eren, Öztemiz Bircan (2005), “Örgütlerde Stresin Verimlilik ve Per- fomansla Etkileşimi”, Çukurova Üniversitesi, Sosyal Bilimler Enstitüsü, Cilt:14, Sayı:1., ss.271-288
  • Heuven Ellen and Bakker Arnold B. (2003), “Emotional dissonance and burnout among cabin attendants”, European Journal of Work and Organizational Psychology, Vol:12 No:1,pp.81-100
  • Judge Timothy A, Watanabe Shinichiro (1994), “Individual Differences In the Nature of the Relationship Between Job and Life Satisfaction”, Journal of Occupational & Organizational Psychology, Vol:67, Issue:2, June, pp.101-107
  • Keser Aşkın (2005), “Job Burnout and Workload Relation Among Call Center Workers", International Strategic Management Conference, “Strategic Management National and Global Perspectives”, Proceedings of International Strategic Management Conference June 23-25 2005, Çanakkale ss.627-634
  • Keser Aşkın (2006) Çalışma Yaşamında Motivasyon, Alfa Aktüel Yayınları, Bursa
  • Kleemann Frank, Matuschek Ingo (2002), “Between Job and Satisfaction: Motivations and Career Orientations of German “High Quality” Call Center Employees”, Electronic Jour- nal of Sociology, Vol:2 June , Erişim adresi:
  • http://www.sociology.org/content/vol006.002/kleemann_matuschek.html
  • Kohen Alp, “Çağrı Merkezleri: Yararları Ve Bileşenleri”, Probil Kurumsal Web Sitesi, Eri- şim:20.11.2005 http://www.probil.com.tr
  • Lewig. K.A and Dollard M.F. (2003), “Emotional dissonance, emotional exhaustion and job satisfaction in call center”, European Journal of Work and Organizational Psychology, Vol: 12 No: 4, pp.366-392
  • Özdamar Kazım (1999), Paket Programlar İle İstatistiksel Veri Analizi, 2.Bs., Kaan Kita- bevi Eskişehir
  • Paul E.Spector, (1997) Stressor Scales Page: Interpersonal Conflict Scale, Organizational Constraints Scale, and Workload Scale, Erişim Adresi: http://chuma.usf.edu/~spector/scales/strspage.html
  • Philip Taylor, (2003) “Job Design and the Call Centre Experience of Work: Employee Outcomes of Quantity versus Quality Workflows”, Paper presented at the European Work & Organizational Psychology Conference, Lisbon, May 2003, 1-37
  • Robertson James (2002), “Knowledge Management for Call Centers” KM Column, February 2002
  • Ruyter Ko De, Wetzels Martin, Feinberg Richard (2001),”Role Stress in Call Centers: Its Effects on Employee Performans and Satisfaction”, Journal of Interactive Marketing, Vol:15, No:2, pp.23-45
  • Sağıroğlu, Fuat, “Bir Telefon Çok Şeyi Değiştirir”, Crm Pro Dergisi, Tekno Bilgi Web Sitesi Erişim: http://www.teknobilgi.com/newsdetail.asp?InNewsId=9689 Erişim Tarihi: 11.10.2005
  • Sebastiano Bagnara, Patrizia Marti (2001), “Human work in call centers: a challenge for cognitive ergonomics”, Theoritical Issues in Ergonomics Science, Vol: 2, No: 3, pp.223- 237
  • Seçer Şebnem, Tınar Mustafa Yaşar, (2003) “İşyerinde Tükenmişlik Kaynağı Olarak Duygu- sal Emek-Hemşireler Üzerinde Yapılmış Bir Araştırma”, 9. Ulusal Ergonomi Kongresi, 16-18 Ekim 2003, Denizli, ss.272-292
  • Solmuş Tarık, (2004) İş Yaşamında Duygular ve Kişilerarası İlişkiler, Beta Basım, İstanbul
  • Spector, Paul E. Jex Steve M. (1998), “Development of Four Self-Report Measures of Job Stressors and Strain: Interpersonal Conflict at Work Scale, Organizational Constraints Scale, Quantitative Workload Inventory, and Physical Symptoms Inventory” Journal of Occupational Health Psychology, 3, pp.356-367
  • Taylor Phil and Bain Peter (1999), “An assembly line in the head: Work and employee rela- tions in the call center”, Industrial Relations Journal, Vol: 30 Issue: 2,pp.101-117
  • Udo Konradt, Guido Hertel, Renate Schmook (2003), “Quality of management by objec- tives, task-related stressors, and non-task-related stressors as predictors of stress and job satisfaction among teleworkers”, European Journal of Work and Organiza- tional Psychology, Vol:12 No:1, pp.61-79
  • Wallece C., Eagleson G. and Waldersee R. (2000), “The sacrificial HR strategy in call cen- ters”, International Journal of Service Industry Management, Vol: 11 Issue: 2, pp.174-184
  • Werdigier Wolf, Niebuhr Andree (2000), “Euro-Telework-Trends and Scenarios, Telework and Call Centres”, Working Paper. Büro für Urbanustik, Erişim Adresi: www.idemployee.id.tue.nl/g.w.m.rauterberg/ /presentations/Werdigier%5B2000%5D.pdf Erişim Tarihi:20.11.2005
  • Zapf Dieter, Isic Amela, Bechtoldt Myriam and Blau Patricia (2003), “What is typical for call center jobs? Job characteristics, and service interactions in different call cen- ters”, European Journal of Work and Organizational Psychology, Vol: 12 No: 4, pp:311- 340

Year 2006, Issue: 11, 100 - 119, 01.06.2006

Aşkın Keser

Abstract

Call centers are new type of interacting with customers by telephone and
also call centers growth recent years. It has been argued that call center work is
new form of “Taylorism”. Beyond this idea, call center work is being critized strongly
by work/organizational psychologists. On the other hand unskilled work character,
stressful job identity, low, task complexity, routine work type and low levels of job
control has been chriticized.
The purpose of study is to find the relationship between “workload” and “job satisfaction”
at call center workers. In order to measure this relationship, statistical
analysis (Correlation and Regression analysis) used The research was performed in
one of the biggest bank call center department. (N=101) The result of research
shows that, there is important relation between “workload” and “job satisfaction”.
The job satisfaction results seems lower because of workload problems of call center
workers.

Keywords

Call Center Work Workload Job Satisfaction Work Psychology Work Stress

References

  • "Karoshı " , Reduce stress, workload and work time and improve work-life balance before it's too late , Hot Topics in Collective Bargaining Issues, Vol:5, April 2003, Public Servise for Alliance of Canada, , pp 1-19
  • “Understandıng Ergonomıcs At Work”, Health and Safety Executive Publication, Free Leaflets, December 2005, Erişim Adresi: http://www.hse.gov.uk/pubns/indg90.pdf
  • Bain Peter, Watson Aileen, Mulvey Gareth, Taylor Phil and Gall Gregor, “Taylorism, Targets and the Pursuit of Quantity and Quality by Call Centre Management”, Draft
  • Bakker, Arnold B., Demerouti, Evangalia and Schaufeli, Wilmar B. (2003), “Dual Process at work in a call center:An application of the job demands-resources model” European Journal of Work and Organizational Psychology, Vol:12 No:4
  • Baltaş Acar, (2005) Ekip Çalışması ve Liderlik, Remzi Kitabevi, 6. Basım, İstanbul
  • Bayram Nuran (2004), Sosyal Bilimlerde SPSS İle Veri Analizi, Bursa
  • Bilgin Nuri (1995), Sosyal Psikolojide Yöntem ve Pratik Çalışmalar, Sistem Yayıncılık
  • Call center çalışanları 'el bebek gül bebek', http://www.isteinsan.com.tr/kar103- 20050410.html, Sabah İş’te İnsan Gazetesi. 10.04.2005
  • Cedoline, Anthony J. (1982), “Excerpts from Job Burnout: Symptoms, Causes, and Sur- vival Skills” Columbia University Press
  • Ceylan Adnan, Çöl Güner, Gül Hasan (2005), “İşin Anlamlılığını Belirleyen Sosyo-Yapısal Özelliklerin Güçlendirmeye Olan Etkileri ve Sonuçları Üzerine Bir Araştırma”, Doğuş Üniversitesi Dergisi, 6 (1), ss.35-51
  • Chen Sockel Hy, Chen Kauanchin, and Kroeger, James W. (2001), “Technological Adoption to Combat Burnout” In The Proceedings of ISECON 2001, v 18 (Cincinnati): §15b.
  • Frenkel Stephen J., Tam May, Korcyzynski Marek and Shire Karen (1998), “Beyond Bu- reaucracy? Work Organizations in Call Centers”, The International Journal of Human Resource Management, Vol:9 No:6, pp.957-979
  • Grebner Simone, Semer Norbert K., Faso Luca Lo, Gut Stephan, Gut Kälin Wolfgangand, Elfering, Achim (2003), “Working conditions, well-being, and job-related attitudes among call center agents”, European Journal of Work and Organizational Psychology, Vol:12 No:4. pp.341-365
  • Greenberg Edward S., Sikora Patricia, Grunberg Leon and Moore Sarah, “Work Teams and Organizational Commitment” Working Paper, University of Puget Sound
  • Gümüştekin Gülten Eren, Öztemiz Bircan (2005), “Örgütlerde Stresin Verimlilik ve Per- fomansla Etkileşimi”, Çukurova Üniversitesi, Sosyal Bilimler Enstitüsü, Cilt:14, Sayı:1., ss.271-288
  • Heuven Ellen and Bakker Arnold B. (2003), “Emotional dissonance and burnout among cabin attendants”, European Journal of Work and Organizational Psychology, Vol:12 No:1,pp.81-100
  • Judge Timothy A, Watanabe Shinichiro (1994), “Individual Differences In the Nature of the Relationship Between Job and Life Satisfaction”, Journal of Occupational & Organizational Psychology, Vol:67, Issue:2, June, pp.101-107
  • Keser Aşkın (2005), “Job Burnout and Workload Relation Among Call Center Workers", International Strategic Management Conference, “Strategic Management National and Global Perspectives”, Proceedings of International Strategic Management Conference June 23-25 2005, Çanakkale ss.627-634
  • Keser Aşkın (2006) Çalışma Yaşamında Motivasyon, Alfa Aktüel Yayınları, Bursa
  • Kleemann Frank, Matuschek Ingo (2002), “Between Job and Satisfaction: Motivations and Career Orientations of German “High Quality” Call Center Employees”, Electronic Jour- nal of Sociology, Vol:2 June , Erişim adresi:
  • http://www.sociology.org/content/vol006.002/kleemann_matuschek.html
  • Kohen Alp, “Çağrı Merkezleri: Yararları Ve Bileşenleri”, Probil Kurumsal Web Sitesi, Eri- şim:20.11.2005 http://www.probil.com.tr
  • Lewig. K.A and Dollard M.F. (2003), “Emotional dissonance, emotional exhaustion and job satisfaction in call center”, European Journal of Work and Organizational Psychology, Vol: 12 No: 4, pp.366-392
  • Özdamar Kazım (1999), Paket Programlar İle İstatistiksel Veri Analizi, 2.Bs., Kaan Kita- bevi Eskişehir
  • Paul E.Spector, (1997) Stressor Scales Page: Interpersonal Conflict Scale, Organizational Constraints Scale, and Workload Scale, Erişim Adresi: http://chuma.usf.edu/~spector/scales/strspage.html
  • Philip Taylor, (2003) “Job Design and the Call Centre Experience of Work: Employee Outcomes of Quantity versus Quality Workflows”, Paper presented at the European Work & Organizational Psychology Conference, Lisbon, May 2003, 1-37
  • Robertson James (2002), “Knowledge Management for Call Centers” KM Column, February 2002
  • Ruyter Ko De, Wetzels Martin, Feinberg Richard (2001),”Role Stress in Call Centers: Its Effects on Employee Performans and Satisfaction”, Journal of Interactive Marketing, Vol:15, No:2, pp.23-45
  • Sağıroğlu, Fuat, “Bir Telefon Çok Şeyi Değiştirir”, Crm Pro Dergisi, Tekno Bilgi Web Sitesi Erişim: http://www.teknobilgi.com/newsdetail.asp?InNewsId=9689 Erişim Tarihi: 11.10.2005
  • Sebastiano Bagnara, Patrizia Marti (2001), “Human work in call centers: a challenge for cognitive ergonomics”, Theoritical Issues in Ergonomics Science, Vol: 2, No: 3, pp.223- 237
  • Seçer Şebnem, Tınar Mustafa Yaşar, (2003) “İşyerinde Tükenmişlik Kaynağı Olarak Duygu- sal Emek-Hemşireler Üzerinde Yapılmış Bir Araştırma”, 9. Ulusal Ergonomi Kongresi, 16-18 Ekim 2003, Denizli, ss.272-292
  • Solmuş Tarık, (2004) İş Yaşamında Duygular ve Kişilerarası İlişkiler, Beta Basım, İstanbul
  • Spector, Paul E. Jex Steve M. (1998), “Development of Four Self-Report Measures of Job Stressors and Strain: Interpersonal Conflict at Work Scale, Organizational Constraints Scale, Quantitative Workload Inventory, and Physical Symptoms Inventory” Journal of Occupational Health Psychology, 3, pp.356-367
  • Taylor Phil and Bain Peter (1999), “An assembly line in the head: Work and employee rela- tions in the call center”, Industrial Relations Journal, Vol: 30 Issue: 2,pp.101-117
  • Udo Konradt, Guido Hertel, Renate Schmook (2003), “Quality of management by objec- tives, task-related stressors, and non-task-related stressors as predictors of stress and job satisfaction among teleworkers”, European Journal of Work and Organiza- tional Psychology, Vol:12 No:1, pp.61-79
  • Wallece C., Eagleson G. and Waldersee R. (2000), “The sacrificial HR strategy in call cen- ters”, International Journal of Service Industry Management, Vol: 11 Issue: 2, pp.174-184
  • Werdigier Wolf, Niebuhr Andree (2000), “Euro-Telework-Trends and Scenarios, Telework and Call Centres”, Working Paper. Büro für Urbanustik, Erişim Adresi: www.idemployee.id.tue.nl/g.w.m.rauterberg/ /presentations/Werdigier%5B2000%5D.pdf Erişim Tarihi:20.11.2005
  • Zapf Dieter, Isic Amela, Bechtoldt Myriam and Blau Patricia (2003), “What is typical for call center jobs? Job characteristics, and service interactions in different call cen- ters”, European Journal of Work and Organizational Psychology, Vol: 12 No: 4, pp:311- 340
There are 38 citations in total.

Details

Other ID JA62FM95ZT
Journal Section Articles
Authors

Aşkın Keser This is me

Publication Date June 1, 2006
Published in Issue Year 2006 Issue: 11

Cite

APA Keser, A. (2006). Çağrı Merkezi Çalışanlarında İş Yükü Düzeyi ile İş Doyumu İlişkisinin Araştırılması. Kocaeli Üniversitesi Sosyal Bilimler Dergisi(11), 100-119.

**