Çalışmaya Tutkunluk, Çalışan Sesi ve Sessiz İstifa Arasındaki Etkileşim: Banka Çağrı Merkezi Çalışanları Üzerine Nicel Bir İnceleme

Öz

Çağrı merkezleri müşteri deneyimi ve ilişkilerinde önemli bir rol üstlenmekte; ancak çalışanların yüksek stres altında çalışmaları personel devrini artırmakta, çalışan bağlılığını zorlaştırmaktadır. Uzaktan çalışan müşteri temsilcileri, örgütsel bağlılığın zayıflaması ve çalışanlar arası sınırlı etkileşim nedeniyle sessiz istifaya daha yatkın görülmektedir. Bununla birlikte, çalışanların işlerine duydukları tutkunun güçlü olması ve örgüt içinde seslerini duyurabilmeleri, sessiz istifayı önleyici bir unsur olarak öne çıkmaktadır. Bu çerçevede çalışmanın amacı, çalışmaya tutkunluk, çalışan sesi ve sessiz istifa arasındaki ilişkileri analiz etmek ve bu değişkenlerin demografik özelliklere göre farklılıklarını incelemektir. Araştırmanın örneklemi, özel bir bankaya hizmet veren 125 çağrı merkezi çalışanından oluşmaktadır. Veriler, kolayda örnekleme yöntemiyle çevrimiçi anket aracılığıyla toplanmış ve SPSS 23 paket programı kullanılarak korelasyon ve regresyon analizleri gerçekleştirilmiştir. Regresyon analizi sonuçları, çalışmaya tutkunluk ve çalışan sesinin sessiz istifa üzerinde anlamlı bir etkide bulunmadığını ortaya koymuştur. Bununla birlikte, çalışmaya tutkunluğun çalışan sesi üzerinde olumlu bir etkisi olduğu belirlenmiştir. Ayrıca, t testi sonuçları kadın çalışanların erkek çalışanlara kıyasla daha yüksek sessiz istifa düzeyine sahip olduklarını ve çalışmaya tutkunluk düzeylerinin daha düşük olduğunu ortaya koymuştur.

Anahtar Kelimeler

• Çalışmaya tutkunluk
• Çalışanların sesi
• Sessiz istifa
• Çağrı merkezi çalışanları

The Interaction Between Work Engagement, Employee Voice and Quiet Quitting: A Quantitative Study on Bank Call Center Employees

Öz

Call centers play a crucial role in customer experience and relationships; nevertheless, working under high stress increases employee turnover and challenges employee engagement. Call center employees working remotely are more likely to engage in quiet quitting due to poor organizational commitment and limited interaction between employees. Nevertheless, employees' strong work engagement and the ability to make their voices heard within the organization are considered potential mitigating factors against quiet quitting. Accordingly, the purpose of this study is to analyze the relationships among work engagement, employee voice, and quiet quitting, while also examining differences in these variables based on demographic characteristics. The research sample consists of 125 call center employees working for a private bank. Data were collected through an online survey using a convenience sampling method, and correlation and regression analyses were conducted via the SPSS 23 statistical package. The results of the regression analysis indicate that neither work engagement nor employee voice has a significant effect on quiet quitting. However, work engagement was found to have a positive influence on employee voice. Furthermore, t-test results revealed that female employees, compared to male employees, exhibited higher levels of quiet quitting and lower levels of work engagement.

Anahtar Kelimeler

• Work engagement
• Employee voice
• Quiet quitting
• Call center employees

Kaynakça

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