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

Yıl 2021, Cilt: 1 Sayı: 2, 55 - 73, 31.12.2021

Sare İrem Doğan , Cemile Çetin

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

• Anyakoha, C. (2019). Job Analysis as a Tool For Improved Organizational Performance of Smes In Lagos, Nigeria. Central European Journal of Labour Law and Personnel Management, 2(1), 7-16.
• Arshadi, N. ve Damiri, H. (2013). The Relationship of Job Stress with Turnover Intention and Job Performance: Moderating Role of OBSE. Procedia - Social and Behavioral Sciences, 84, 706 – 710. https://doi.org/10.1016/j.sbspro.2013.06.631.
• Baltaş, A. ve Baltaş, Z. (2010). Stres ve Başa Çıkma Yolları. 26. Baskı, İstanbul: Remzi Kitabevi.
• Berkbigler, E. ve Dickson, K. E. (2014). Equired Scripting And Work Stress İn The Call Center Environment: A Preliminary Exploration. Journal of Organizational Culture, Communications and Conflict, 18(1), 233-255.
• Boon, L. K., Fern, Y. S., Sze, C. C. ve Stanley (2012). Factors Affecting Individual Job Performance. International Conference on Management, Economics and Finance (ICMEF 2012) Proceeding, 15th - 16th October. Hilton Hotel, Kuching, Sarawak, Malaysia ISBN: 978-967-5705-09-0.
• Bustaman, N. M., Choh, N. F. C., Shaari, J. ve Muda, R. (2020). Factors Affecting the Performance of Employee in Workplace. International Journal of Modern Trends in Social Sciences, 3 (11), 69-79. https://doi.org/10.35631/IJMTSS.311005.
• Caillier, J. G. (2010). Factors Affecting Job Performance in Public Agencies. Public Performance & Management Review, 34(2), 139-165, https://doi.org/10.2753/ PMR1530-9576340201.
• Dar, L., Akmal, A., Naseem, M. A. ve Din Khan, K. U. (2011). Impact of Stress on Employees Job Performance in Business Sector of Pakistan. Global Journal of Management and Business Research, 11(6), May, 1-5. Print ISSN: 0975-5853.
• Glaser, D. N., Tatum, B. C., Nebeker, D. M., Sorenson, R.C. ve Aiello, J. R. (1999). Workload and Social Support: Effects on Performance and Stress, Human Performance, 12(2), 155-176, https://doi.org/10.1080/08959289909539865.
• Harshana, S. (2018). Work Related Stress: A Literature Review. Annals of Social Sciences and Management Studies, 2(3), 1-7.
• Holman, D. (2003). Phoning in Sick? An Overview of Employee Stress in Call Centres. Leadership & Organization Development Journal, 24(3), 123-130.
• Khan, A., Mad Shah, I., Khan, S. ve Gul, S. (2012). Teachers’ Stress, Performance & Resources the Moderating Effects of Resources on Stress & Performance. International Review of Social Sciences and Humanities, 2(2), 10-23. www.irssh.com ISSN 2248-9010.
• LePine, J. A., LePine, M. A. ve Jackson, C. L. (2004). Challenge and Hindrance Stress: Relationships with Exhaustion, Motivation to Learn, and Learning Performance. Journal of Applied Psychology, 89(5), 883-891.
• Levi, L. (1990). Guidance on Work-Related Stress: Spice of Life or Kiss of Death. Office for Official Publications of the European Communities: Belgium.
• Magnuson, J. (1990). Stress Management Methods. Journal of Property Management, 55(3), 24-28.
• Mesiya, A. Y. (2019). Factors Affecting Employee Performance: An İnvestigation on Private School Sector. International Journal of Experiential Learning & Case Studies, 4(1), June, 74-91. https://dx.doi.org/10.22555/ijelcs.v4i1.2455.g532.
• Moradi, S., Nima, A. A., Rapp Ricciardi, M., Archer, T. ve Garcia, D. (2014). Exercise, Character Strengths, Well-Being and Learning Climate in The Prediction of Performance Over a Six-Month Period at A Call Center. Frontiers in Psychology, 5, 497. https://doi.org/10.3389/ fpsyg.2014.00497.
• Ongori, H. ve Agolla, J. E. (2008). Occupational Stress in Organizations and its Effects on Organizational Performance. Journal of Management Research. 8(3),ï December, 123-135.
• Özmutaf, N. M. (2006). Örgütlerde İnsan Kaynakları ve Stres: Ampirik Bir Yaklaşım. Ege Üniversitesi Su Ürünleri Dergisi, 23(1-2), 75-81.
• Park, J. (2007). Work Stress and Job Performance. Perspectives. Statistics Canada, Catalogue no. 75-001-XIE, 1-13.
• Pawirosumarto, S. ve Sarjana, P. K. (2017). Factors Affecting Employee Performance of PT. Kiyokuni Indonesia. International Journal of Law and Management, 59(4), 602-614. https://doi.org/10.1108/IJLMA-03-2016-0031.
• Pflanz, M. S. E. (2006). Job Stress, Depression, Work Performance, and Perceptions of Supervisors in Military Personnel. Military Medicine, 171, 9(861), 861- 865.
• Roskies, E. (2010). Stresle Başa Çıkmada Kendimizle Olumlu Diyalog. N. Hisli Şahin (Çev.), Ankara.
• Saeed, R., Mussawar, S., Lodhi, R. N., Iqbal, A., Nayab, H. H. ve Yaseen, S. (2013). Factors Affecting the Performance of Employees at Work Place in the Banking Sector of Pakistan. Middle-East Journal of Scientific Research, 17(9), 1200-1208, ISSN 1990-9233. https://doi.org/10.5829/idosi.mejsr.2013.17.09.12256.
• Shahid, M. N., Latif, K., Sohail, N. ve Ashraf, M. A. (2011). Work Stress and Employee Performance in Banking Sector Evidence from District Faisalabad, Pakistan. Asian Journal of Business and Management Sciences, 1(7), 38-47. ISSN: 2047-2528.
• Shaikh,,M. R., Tunio, R. A. ve Shah, I. A. (2017). Factors Affecting to Employee’s Performance. a Study of Islamic Banks. International Journal of Academic Research in Accounting, Finance and Management Sciences, 7(1), 312–321. E-ISSN: 2225-8329, P-ISSN: 2308-0337.
• Tuten, T. L. ve Neidermeyer, P. E. (2004). Performance, Satisfaction and Turnover in Call Centers the Effects of Stress and Optimism. Journal of Business Research, 57, 26 – 34. https://doi.org/10.1016/S0148-2963(02)00281-3.
• Türk Dil Kurumu, http://www.tdk.gov.tr/ (02.03.2019)
• Williams, R. S. (1998). Performance Management: Perspectives on Employee Performance. London: International Thomas Business Press.