Job Satisfaction of Call Centre Representatives

The aim of the present study was to prove that a correlation exists between job satisfaction and the levels of absenteeism, turnover, performance and customer satisfaction. The sample consisted of 132 participants at various categories such as age, race, gender and shift. The results show that the overall level of job satisfaction amongst CCRs at the present company is quite high although CCRs were not satisfied with all nine facets of job satisfaction as measured by the Job Satisfaction Survey. The study found a relationship between job satisfaction and performance, between job satisfaction and turnover and between job satisfaction and customer service. However, no relationship was found between job satisfaction and absenteeism, which is consistent with previous studies.

Autorentext

Michelle began her studies at the University of Cape Town and graduated from the University of the Western Cape with an MA in Industrial Psychology. Her will to succeed in spite of the adversity of single motherhood resulted in her qualifying as a Psychologist at 7 months pregnant. She curently lives in Cape Town.