TRAP@NCI

Examining Motivation and Stress within a Call Centre Environment.

Andrews, Siobhan (2002) Examining Motivation and Stress within a Call Centre Environment. Undergraduate thesis, Dublin, National College of Ireland.

[img]
Preview
PDF (Bachelor of Arts)
Download (1MB) | Preview

Abstract

In recent years, Ireland has become renowned for having a adaptable workforce. It has become the base for many European call centres, including Vodafone, which is the basis for this study.
Organisations in general have been involved in changing the working practices which had been set in place, and the notion that you must always be available to your customers, providing them with excellent service, and aftercare is widely accepted and even expected.
The call centre environment has a different style of operation than the ordinary customer service department. The medium by which interaction takes place doesn't allow for visual communication, and thus issues such as motivation and stress can become important be addressed and dealt with accordingly.

Item Type: Thesis (Undergraduate)
Subjects: H Social Sciences > HF Commerce > Industrial Psychology > Workplace Stress
H Social Sciences > HD Industries. Land use. Labor > Specific Industries > Telecommunications Industry
R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine > Personal Health and Hygiene > Stress Management
H Social Sciences > HF Commerce > Customer Service
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Human Resource Management > Performance Management > Motivation
H Social Sciences > HF Commerce > Telecommunications in Business > Mobile Telephone Networks
Divisions: School of Business > BA (Honours) in European Business and Languages
Depositing User: SINEAD CORCORAN
Date Deposited: 26 Aug 2010 14:44
Last Modified: 14 Aug 2014 12:15
URI: http://trap.ncirl.ie/id/eprint/429

Actions (login required)

View Item View Item