Andrews, Siobhan (2002) Examining Motivation and Stress within a Call Centre Environment. Undergraduate thesis, Dublin, National College of Ireland.
PDF (Bachelor of Arts)
Download (1MB) | Preview
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.
Actions (login required)