Global ETD Search
Search theses and dissertations gathered from participating repositories worldwide. Every result links back to the library that holds it. No account is needed.
Results
Showing 1 to 20 of 41 for “"Call Centre"”.
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Breastfeeding experiences of call centre agents
… of the breastfeeding experiences of call centre agents when returning from maternity leave. This study employed a qualitative research method where seven semi-structured interviews were conducted with women who had a baby in the past two years and working in a call centre environment. …
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Workplace resistance in a call centre environment
The growth and development of call centres in the UK has been one of the most significant economic trends to emerge following protracted de-industrialisation and the associated decline of the manufacturing base. In the period of this thesis for example (1999-2004), the call centre sector was the …
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Living the Call Centre –Global, Local, Work, Life, Interfaces.
… change. It does this by examining the global call centre industry. The call centre industry serves as a case study within which ideas about globalization and the lived experience of it can be explored. The thesis explored the work and non work lives of those involved with the industry in the …
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A study of the relationship between job satisfaction, organisational commitment and turnover intentions amongst call centre agents in a call centre in the Western Cape.
… intention to quit. The argument is that with the call centre industries ‘expansion and subsequent rising turnover, the necessity to ensure a high level of satisfaction and commitment amongst call centre agents as to reduce intention to quit and eventual turnover has become of paramount importance. …
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Productivity Measurement of Call Centre Agents using a Multimodal Classification Approach
Call centre channels play a cornerstone role in business communications and transactions, especially in challenging business situations. Operations’ efficiency, service quality, and resource productivity are core aspects of call centres’ competitive advantage in rapid market competition. …
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Making sense of the organisation from the front line : the call centre context
… was applied in the context of the United Kingdom call centre sector, where concerns have been expressed regarding a variety of key working practices that have been reported to be less than desirable, and focused upon the call centre front line worker. Reflecting a number of recent methodological …
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Linguistic Regulation and Interactional Reality: A Sociolinguistic Study of Call Centre Service Transactions
… the phenomenon of ‘linguistic regulation’ in call centres. ‘Linguistic regulation’ refers to the practice, now widespread in the globalized service economy, of codifying and enforcing rules for employees’ use of language in service interactions with customers. Drawing on authentic service …
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Satisfaction with work-life balance, job control and work engagement among call centre operators
… to assess satisfaction with work life balance in call centre operators and the impact that this has on work engagement of these individuals. It looks at and measures the perceptions relating to control over actual work hours, job complexity and satisfaction with work-life balance.
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Assessing the Impact of Perceived Powerfulness on the Performance of Call Centre Customer Service Representatives
… an individual’s performance. This thesis uses call centre staff as the vehicle with which to study these performance modifications. Whilst the word “power” is ubiquitous, it is often misunderstood, or even misrepresented. This research provides an understanding of power and explains how …
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A descriptive study of call centre complaints and their management in a Western Cape EMS
… received for the 2018 calendar year by the call centre of a public EMS in Cape Town, South Africa. All complaint documents were collected and collated with the original case dispatch information. Complaints were categorised according to a standardised complaint coding taxonomy published …
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The relationship between retrenchment, organisational commitment, absenteeism and labour turnover in an information technology call centre
… influence of retrenchments on employees within call centre environments that have undergone retrenchments. The aims of this study was therefore to identify the levels of organisational commitment amongst call centre employees who survived a retrenchment that occurred in 2001.
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The impact of system features on call centre agents' job performance and on their service delivery
… study was conducted with the agents in a contact centre environment in one of the leading insurance organisations in South Africa. The framework adopted was Theoretical Framework of User Satisfaction with a Web Interface which is adapted from Herzberg's Motivation-Hygiene theory.It was found that …
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The effect of sensory processing on the work performance of call centre agents in a South African context
Background: Call centres are thriving and expanding commercial enterprises providing cost-effective ways for organisations to connect with new and existing clients through telecommunication channels. Call centre agents perform this function telephonically for 75% of the day in large open-plan …
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An exploration through the organisational metaphor: The precarious work and emotional labour experienced by call centre employees in India.
The call centre industry is one of the fastest-growing employment sectors, providing job opportunities globally. However, the nature and characteristics of jobs in call centres mean the centres are referred to as ‘electronic sweatshops’ where the jobs are said to be “dead end” with no progression. …
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The extent to which a basic financial literacy programme delivered to over-indebted call-centre agents enables transformative learning to take place
… experienced by a large number of a Company's call-centre employees, a basic financial literacy workshop was conceptualised, implemented and offered to employees. However, while some participants found the learning helpful in alleviating their indebtedness to a lesser or greater degree, others …
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An analysis of the descriptors of acute myocardial infarction used by South Africans when calling for an ambulance from a National Emergency Call Centre
… Identification of these patients in the call centre is challenging due to a highly diverse South African society, with multiple languages, cultures, and levels of education. The aim of this study was therefore, to describe the terms used by members of the South African public when calling …
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Exploring employee well-being among precarious (fixed-term) call center workers
… employment has become a norm, especially in the call centre industry. In addition to the call centre environment being a major contributor to stress and job insecurity, the status of temporary employment brings along its own damaging outcomes for those employees impacted. That is, the experiences …
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