Çağrı Merkezi Çalışanlarında Stres-Performans İlişkisi: İzmir İlinde Nitel Bir Araştırma

Öz

Çalışan performansı, günümüzün iş ortamında bir kuruluşun başarısı için her zaman çok önemli olmuştur. Araştırmalar, bir organizasyondaki çeşitli bağlamsal ve davranışsal faktörlerin çalışan performansı üzerinde önemli bir etkiye sahip olduğunu göstermiştir. Bu faktörlerin en önemlilerinden biri strestir. Çalışmanın amacı, çağrı merkezi çalışanları örneğinde iş stresi ve performans ilişkisini incelemektir. Nitel analiz yoluyla gerçekleştirilen araştırmada veriler İzmir’de faaliyet gösteren bir çağrı merkezinde çalışan 10 kişiden elde edilmiştir. Yarı yapılandırılmış görüşme ve olgu bilim tekniği kullanılmıştır. Çalışanlar tarafından belirtilen stres faktörleri çalışanların performans düzeylerine farklı şekillerde yansımaktadır. Stres ve performans ilişkisi olduğu ifade edilmiştir. Stresin kaynağı olarak, çalışma arkadaşları ve müşterilerle olan ilişkiler belirtmiştir. Diğer stres kaynakları arasında iş yükü yer almıştır. Stresin performansı olumlu etkilediği ifade edilmiştir. Elde edilen bulgular değerlendirilerek çağrı merkezi ve çalışma hayatı özelinde öneriler geliştirilmiştir.

Anahtar Kelimeler

• Çağrı Merkezi
• Nitel Araştırma
• Performans
• Stres

Stress-Performance Relationship in Call Center: A Qualitative Research in Izmir

Öz

Employee performance has always been paramount to an organization’s success in today’s business environment. Research has shown that several contextual and behavioural factors within an organization have significant impact on employee performance. One of the most important of these factors is stress. The aim of the study is to examine the relationship between job stress and performance in the case of call center employees. In the research carried out through qualitative analysis, the data were obtained from 10 employee working in a call center in Izmir. Semi-structured interview and phenomenology technique was used. Stress factors stated by the employees are reflected in the performance levels of the employees in different ways. It has been stated that there is a relationship between stress and performance. Relationships with colleagues and customers were cited as sources of stress. Other sources of stress included workload. It has been stated that stress affects performance positively. By evaluating the findings, suggestions were developed specific to the call center and working life.

Anahtar Kelimeler

• Call Center
• Performance
• Qualitative research
• Stress

Kaynakça

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