Το εργασιακό well being στα call centers. Η προοπτική ανάπτυξης μιας νέας στρατηγικής
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Keywords
Εργασιακό well being ; Employee well being ; Call centersAbstract
Work in call centers is demanding and complex, requiring the efficient handling of
communication with clients, existing or potential, under intense time pressure or even
emotional stress. In many cases it involves repetitive, strictly defined, actions with limited
opportunities for creativity and variety. This fact has important implications on both a
physical as well as an emotional level for call center employees. In such a working
environment, the evaluation of worker well-being and satisfaction is particularly
important, with far-reaching implications for productivity and efficiency, both for
employees as well as for call centers. Conducting field research with a sample of 224
employees in call centers across Greece, the present Master’s Thesis investigated the
issue of employee well-being in call centers in Greece. According to the research
findings, employee well-being in Greek call centers is, in general, satisfactory, and call
center employees have the necessary work resources, but there are issues in dealing
with change and the introduction of innovation, as well as the incentives and rewards
system of call centers. Workload in call centers in Greece is rather intense and for many
call center employees there is immense pressure towards achieving the call center’s
stated goals. Position in the corporate hierarchy appears as the most important predictor
of the opinions and perceptions of call center employees about the working conditions
and employee well-being in call centers. Workers demonstrate the lower levels of
employee well-being and satisfaction from working conditions, especially compared to
middle managers and senior executives. Improving the well-being and satisfaction of
workers should become a priority for call centers in Greece, to improve the productivity
of their employees and their efficiency.
Postgraduate Studies Programme
Πρόγραμμα Μεταπτυχιακών Σπουδών στη Διοίκηση Επιχειρήσεων για Στελέχη (Executive MBA)Department
Σχολή Οικονομικών, Επιχειρηματικών και Διεθνών Σπουδών. Τμήμα Οργάνωσης και Διοίκησης ΕπιχειρήσεωνNumber of pages
236Language
GreekCollections
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Αναφορά Δημιουργού-Μη Εμπορική Χρήση-Όχι Παράγωγα Έργα 3.0 Ελλάδα
Αναφορά Δημιουργού-Μη Εμπορική Χρήση-Όχι Παράγωγα Έργα 3.0 Ελλάδα