scholarly journals Stress and Sexual Dysfunction among Call Center Employees

2014 ◽  
Vol 1 (3) ◽  
Author(s):  
Dr. V.D. Kasture
Keyword(s):  
Sexual Dysfunction ◽  
Call Center ◽  
Call Centers ◽  
High Stress ◽  
Work Load ◽  
International Studies ◽  
Positive Thinking ◽  
Wide Range ◽  
Female Employees ◽  
Call Center Employees

The call center community often defines itself as an industry, with numerous national and international call centers. But there has some dispute among researchers as to whether it is appropriate to refer such thing as the ‘call center industry’. Bain and Taylor (1999) argue that it is more appropriate to use the term ‘sector’ as call centers are found across a wide range of industries and may be similar primarily in terms of their core technologies. Belt, Richardson and Websler (2000) agreed that call centers are not an ‘industry’ as the term generally defined, but rather represent certain ways of delivering various services using the telephone and computer technologies across traditional industry boundaries. This research results revealed that female employees from international call centers show high stress score and high sexual dysfunction than domestic call center employees, which means the female employees from international call center differed significantly (t=5.26, p=<0.01) than domestic call center female employees. Results obtained from t test showed that female employees from domestic and international call center differed significantly with one another on stress scores and sexual dysfunction. The reason is that international call center employees have more work stress as compare to that with domestic one. This due to heavy work load, not enough time for social interaction and completion of work within a given period of time. The work culture is more strict and systematic as compared to domestic one. International studies in the past have linked stress t sexual dysfunction and infertility among women. The overall results of the present study suggest the need for stress management programs for reducing the stress and developing positive thinking among young female employees working in call centers.

Western Work Worlds and Altering Approaches to Marriage

2012 ◽  
pp. 262-276
Author(s):  
Shelly Tara ◽  
P. Vigneswara Ilavarasan
Keyword(s):  
Comparative Analysis ◽  
Call Center ◽  
Call Centers ◽  
Work Culture ◽  
Women Employees ◽  
Two Cities ◽  
Second Tier ◽  
Call Center Employees ◽  
The Impact ◽  
Depth Interviews

Based on a qualitative empirical study of women call center employees in India, this chapter argues that approaches towards marriage are being altered due to the impact of Western work worlds. In-depth interviews were conducted with eighteen respondent located in Delhi, a metropolitan area, and Jaipur, a second tier city Though, in terms of size, culture, and outlook of people there are great differences between Delhi and Jaipur, the work culture introduced by the call centers is similar in both cities. Consequently, the findings reveal certain similar as well as certain different opinions in the approaches towards marriage at both the cities. Women are negotiating with these approaches to continue with either employment in call center or marriage, or both. By doing a comparative analysis between the respondents of two cities about the decision of marriage, the study provides a range of approaches adopted by the women employees of call centers, while balancing work and the decision of marriage. The chapter also highlights the varying forms of women agency being exercised while dealing with the issue of marriage along with the unprecedented work culture of call centers in India.

scholarly journals Role of Internal Marketing Practices in the Service Recovery Performance of Call Center Employees

2021 ◽  
Vol 36 (2) ◽  
pp. 157-175
Author(s):  
Norzieiriani Ahmad ◽  
Nazlina Zakaria ◽  
Munawar Javed Ahmad
Keyword(s):  
Call Center ◽  
Call Centers ◽  
Service Recovery ◽  
Employee Training ◽  
Internal Marketing ◽  
Internal Communication ◽  
Service Recovery Performance ◽  
Recovery Performance ◽  
Call Center Employees

The purpose of this study was to investigate whether the internal marketing philosophy is applicable to call centers operating in Pakistan. This study attempted to investigate the role of internal marketing practices assess through internal communication (Huang & Rundle-Thiele, 2014), employee rewards (Boshoff & Allen, 2000), employee training (Boshoff & Allen, 2000), and employee empowerment (Yavas, Karatepe, Avci, & Tekinkus, 2003) on the service recovery performance (Boshoff & Allen, 2000) of call center employees working in inbound telecom call centers. Primary data were collected through a self-administered questionnaire from 15 telecom call centers located in three major cities namely Karachi, Lahore, and Islamabad. A simple random sampling technique was implemented to collect data from 318 male and female respondents. Results showed that internal communication, employee rewards and employee training were positively linked with service recovery performance, while a nonsignificant relationship was found between employee empowerment and service recovery performance. Results revealed that internal marketing practices influence toward frontline employee’s service recovery performance. Findings suggested that the call centers operating in the Asian region, especially, in Pakistan, should focus on internal marketing practices to enhance the service recovery performance of the frontline employees.

scholarly journals Conscientiousness among Call-Center Employees

2014 ◽  
Vol 2 (1) ◽  
Author(s):  
Sonal D. Parmar
Keyword(s):  
Marital Status ◽  
Call Center ◽  
F Test ◽  
Status Effect ◽  
Significant Difference ◽  
Status Difference ◽  
Female Employees ◽  
Call Center Employees ◽  
Female Call ◽  
The Impact

The aim of the present study was to find out the gender difference in conscientiousness and to study the impact of marital status difference in conscientiousness among call-center employees. The sample for the present study consisted of 200 call-center employees. 100 male employees (50 married & 50 unmarried) and 100 female employees (50 married & 50 unmarried). Call-center employees were selected randomly from various call-center of Vadodara city in Gujarat. Conscientiousness scale constructed by John, Donahue & Kentle, 1991; cited in John & Srivastava, 1999: 122, was used to measure conscientiousness trait among male/female and married/unmarried call-center employees. The data was analyzed in terms of mean, SD, and F-test. The result of F-test revealed significant difference in conscientiousness between male and female call-center employees. Male were conscientious than female call-center employees. Further analysis was carried out to know marital status effect on conscientiousness, result revealed no significant difference between married and unmarried call-center employees.

Nightly Rhythms of Global Work

Contexts ◽  
2021 ◽  
Vol 20 (1) ◽  
pp. 64-65
Author(s):  
A. Aneesh
Keyword(s):  
Call Center ◽  
Global Economy ◽  
Call Centers ◽  
Work Lives ◽  
Global Work ◽  
Call Center Employees

This essay explores the burdens of nightwork through the eyes of call center employees in India. India’s call centers are revealing of the ways in which work lives are reorganized to fit global processes. When the nights of agents are hitched directly to the days of other places, we witness not only a triumph of the global economy; we also notice certain dysfunctions of a functionally integrated world.

scholarly journals Registration of Blood Exposure Accidents in the Netherlands by a Nationally Operating Call Center

2012 ◽  
Vol 33 (10) ◽  
pp. 1017-1023
Author(s):  
Peter M. Schneeberger ◽  
Annemarie E. Meiberg ◽  
Janet Warmelts ◽  
Sander C. A. P. Leenders ◽  
Paul T. L. van Wijk
Keyword(s):  
The Netherlands ◽  
Call Center ◽  
Preventive Measures ◽  
Healthcare Providers ◽  
Mental Healthcare ◽  
Incidence Rates ◽  
Hepatitis B Vaccination ◽  
Occupational Health Services ◽  
Healthcare Facilities ◽  
Call Center Employees

Objective.Healthcare providers and other employees, especially those who do not work in a hospital, may not easily find help after the occurrence of a blood exposure accident. In 2006, a national call center was established in the Netherlands to fill this gap.Methods.All occupational blood exposure accidents reported to the 24-hours-per-day, 7-days-per-week call center from 2007, 2008, and 2009 were analyzed retrospectively for incidence rates, risk assessment, handling, and preventive measures taken.Results.A total of 2,927 accidents were reported. The highest incidence rates were reported for private clinics and hospitals (68.5 and 54.3 accidents per 1,000 person-years, respectively). Dental practices started reporting incidents frequently after the arrangement of a collective financial agreement with the call center. Employees of ambulance services, midwife practices, and private clinics reported mostly high-risk accidents, whereas penitentiaries frequently reported low-risk accidents. Employees in mental healthcare facilities, private clinics, and midwife practices reported accidents relatively late. The extent of hepatitis B vaccination in mental healthcare facilities, penitentiaries, occupational health services, and cleaning services was low (<70%).Conclusions.The national call center successfully organized the national registration and handling of blood exposure accidents. The risk of blood exposure accidents could be estimated on the basis of this information for several occupational branches. Targeted preventive measures for healthcare providers and other employees at risk can next be developed.Infect Control Hosp Epidemiol 2012;33(10):1017-1023

Work characteristics, musculoskeletal disorders, and the mediating role of psychological strain: A study of call center employees.

2007 ◽  
Vol 92 (5) ◽  
pp. 1456-1466 ◽  
Author(s):  
Christine A. Sprigg ◽  
Christopher B. Stride ◽  
Toby D. Wall ◽  
David J. Holman ◽  
Phoebe R. Smith
Keyword(s):  
Musculoskeletal Disorders ◽  
Call Center ◽  
Work Characteristics ◽  
Psychological Strain ◽  
Mediating Role ◽  
Call Center Employees

scholarly journals Relação entre condições de trabalho e sintomas vocais em operadores de um call center modelo

2017 ◽  
Vol 22 (0) ◽  
Author(s):  
Bárbara Bento Girardi ◽  
Daniel Lucas Picanço Marchand ◽  
Taís de Campos Moreira ◽  
Renata Loss Drummond ◽  
Mauriceia Cassol
Keyword(s):  
Call Center ◽  
Call Centers ◽  
Voice Symptoms

RESUMO Introdução Os operadores de call centers são profissionais da voz com alta demanda vocal e, consequentemente, sujeitos a distúrbios e sintomas vocais. Objetivo: Caracterizar aspectos vocais e laríngeos em operadores de um call center que segue as normas regulamentadoras de ergonomia, mensurando autopercepção vocal, avaliação otorrinolaringológica e análise perceptivo-auditiva vocal. Métodos Participaram do estudo 30 operadores de call center, entre 18 e 41 anos de idade. Todos os sujeitos foram avaliados por meio da Escala de Sintomas Vocais - versão brasileira da Voice Symptoms Scale (VoiSS), avaliação otorrinolaringológica por meio de videonasofibrolaringoscopia e avaliação perceptivo-auditiva da voz com a escala GRBASI, que avalia grau de alteração vocal (G), rugosidade da voz (R), soprosidade (B), astenia (A), tensão (S) e instabilidade (I). Resultados Na Escala de Sintomas Vocais, houve correlação entre o domínio geral e os demais subdomínios e entre os subdomínios limitação e físico. Na avaliação otorrinolaringológica, 12 operadores apresentaram alguma alteração, como acúmulo de secreção à fonação e fendas. A análise perceptivo-auditiva da voz encontrou indivíduos com vozes normais e com grau de alteração discreto a moderado, além de correlação entre o item instabilidade da escala GRBASI com o grau geral, rugosidade, soprosidade e astenia. Conclusão Ambientes de trabalho adequados e que primam por cuidados com a voz podem melhorar a qualidade laboral dos profissionais de call center, amenizando os riscos de desenvolvimento de distúrbios vocais. Contudo, fatores físicos, sociais, ambientais, organizacionais e psicológicos podem ocasionar sintomas vocais nesses profissionais da voz.

scholarly journals Dimensioning a Call Center: Simulation or Queue Theory?

2009 ◽  
Vol 2 (2) ◽  
pp. 34 ◽  
Author(s):  
Marco Aurélio Carino Bouzada
Keyword(s):  
Analytical Method ◽  
Analytical Methods ◽  
Call Center ◽  
Experimental Approach ◽  
Call Centers ◽  
Experimental Methods ◽  
New Approach ◽  
Alternative Methodology ◽  
Queue Theory ◽  
Set Up

The objective of this paper is to establish a dichotomy - opposing analytical methods (such as Queue Theory) to experimental methods (such as Simulation) and discussing their adequateness to complex operations - set up in the matter of dimensioning the handling capacity of a large brazilian call centers company. The literature related to the application of such methods at call centers is reviewed, and the way the question is treated nowadays by the company is described. Then an experimental approach is suggested to be implemented as an alternative methodology to deal with the issue, instead of the analytical method in use. The results obtained are used to justify the adequacy of the experimental approach to the modern call centers operation, as long as it is possible to have the model closer to reality. The main implication points to a better understanding of the operation achieved with the new approach

scholarly journals Welcome to the Ziggurat Journal of Materials Technology - a New Open Access Journal

2020 ◽  
Vol 1 (1) ◽  
Author(s):  
Jürgen Bast
Keyword(s):  
Urban Areas ◽  
Technological Progress ◽  
High Stress ◽  
Scientific Work ◽  
Open Access Journal ◽  
Human Society ◽  
New Materials ◽  
Wide Range ◽  
Global Population

Dear readers, authors and colleagues, Technological progress plays an essential role in the development of human society. The increasing global population and its mobility, the expansion of urban areas, climate protection and the conservation of fossil resources present challenges that can only be overcome by the improvement of existing resources and the development of new components, materials and production processes. Conventional materials have quickly reached their limit as new mechanisms are developed. These fields of application require the supply of new materials working in aggressive environments at extreme temperatures and high stress. These new materials are also expected to automatically alert us when critical loads are reached to avoid accidents caused by failures. This is the first issue of the Ziggurat Journal of Materials Technology, and we hope that you are satisfied with the content. The title of the journal primarily suggests materials technology; however, we strive to present a broad range of topics, including questions about the interaction between design, material, manufacturing and energy. The efficient interaction between these parameters results in components that are optimally designed and economically feasible. The idea for this journal resulted from the editors' realisation of the large knowledge potential that is being developed at colleges and universities around the world by scholars and PhD students. These clients must have the opportunity to publish their work and get in touch with other scientists. We want to reach out to young researchers and encourage them to present their work to a wide range of readers. Furthermore, a scientific career today requires evidence of publications that withstand the corresponding assessments of specialist colleagues and meet the criteria of good scientific work. In this context, the submitted articles will be subjected to a strict review. The principal objective is not to criticise work but rather to provide advice on how to improve the quality of the work presented. With this in mind, we would like to invite you to submit articles and use this journal as a reference for your ongoing scientific work.

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