#11 Keeping & Caring for Your Call Center Agents

This study examines the impact of call center work on the well-being and cultural identify of call center representatives (CSRs). Through interviews and the distribution of survey questionnaires to 913 call center agents (from 10 call centers), career commitment, well-being, job satisfaction and turnover intent were measured. Results showed that for career commitment, only 1 in 4 intend to stay in the call center industry. CSRs are also satisfied with their co-workers and boss, but feel displeased with their pay and opportunities for growth. It was also reported that 1 in 4 CSRs manifest burnout, and that this is predicted by organization size and career commitment. The researchers believe that these results suggest a need for improvement in compensation and benefits, employee well-being, workforce planning, recruitment and selection, training and development, performance management and career development. Researchers also recommend a specific and customized approach to organizational development in these call center companies, rather than the “one-size fits all” approach.