Call centre turnover intentions and personal attributes of agents

This research project looks at the call center environment: issues like high work demands, shift work, long hours of work, low pay, unskillful labor, no control over execution, very strict climate, Taylorism. On the other hand, we have that within the South African settings call centers are considered white collar labor that gives people opportunities to grow within a company, it has been perceived as a good economic opportunity to get more training and education. The findings show that call center agents who are more resilient do not find the environment highly stressful to the point that they want to leave. This research has given some positive light to the call center environment which in other countries has been described as: "sweat shop of the digital era" or as a highly demanding job with very little autonomy.

Autorentext

Ich bin ein leidenschaftlicher und positiver Mensch, der an die Menschen und ihre Entwicklung glaubt. Die Arbeitspsychologie hat mir die Mittel an die Hand gegeben, um meiner Leidenschaft in einer Vielzahl von Unternehmen nachzugehen, angefangen bei Call Centern bis hin zu Bergwerken; von sehr unternehmerischen bis hin zu sehr unstrukturierten Umgebungen, in denen man einen Plan machen kann. All diese Erfahrungen haben mich geprägt.