Job Characteristics and Their Implications on the Satisfaction Levels of Call Center Employees: a study on a large telecommunications company

Ana Cristina dos Anjos Grilo Pinto de Sá, Patricia Helena Ferreira Lopes de Moura e Sá

Abstract


Standardization of answers and cost reduction
efforts have provided a specific relevance to call
centers in the commercial strategy of many service
companies.
The aim of this research is to analyze to what extent
job characteristics, as identified by Hackman and
Oldham (1980), are essential determinants for
the level of satisfaction of the contact employee
in a call center.
Indeed, literature clearly suggests that job
characteristics have a huge influence on employees´
work performance, their level of satisfaction,
and, as a consequence, on the quality of services
provided to the customers.
In order to answer these questions, we have
performed a case study, based on a questionnaire
survey.
Findings reveal that employees feel that their
jobs are highly structured and that they are
being closely monitored, what might worsen
their performance regarding the contact with the
customer, mainly in what concerns customization,
flexibility and adequate answer in a single contact.
In order to increase frontline employees’
performance, a proposal that enhances job
autonomy and values intrinsic satisfaction is made.
The research suggests the need to change the
way companies view contact employee’s job, in
a call center context, not always perceived and
designed as strategic or determinant for customers’
satisfaction, which calls for additional institutional
investment in the redesign of such job.


Keywords


Job design. Frontline employees. Call center.



DOI: https://doi.org/10.7819/rbgn.v16i53.1553

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