Original Research
The experience of work in a call centre environment
SA Journal of Industrial Psychology | Vol 32, No 2 | a231 |
DOI: https://doi.org/10.4102/sajip.v32i2.231
| © 2006 Sanet Hauptfleisch, J S Uys
| This work is licensed under CC Attribution 4.0
Submitted: 29 October 2006 | Published: 29 October 2006
Submitted: 29 October 2006 | Published: 29 October 2006
About the author(s)
Sanet Hauptfleisch, University of Johannesburg, South AfricaJ S Uys, University of Johannesburg, South Africa
Full Text:
PDF (133KB)Abstract
This qualitative research study explored the work experience in a call centre environment in an information technology call centre based in South Africa, which service foreign customers exclusively. Three data collection methods were used, namely narratives, in-depth interviews with call centre consultants, and observation. Following a grounded theory approach, four themes were elicited, namely the perceptions of team members, uncertainty created by a constantly changing environment, perceived distances due to management practices, and depersonalisation experienced while actually dealing with customers. In addition to this, the reported impact of these themes on work performance was explored and compared to existing research.
Keywords
Call centre; Customer service industry; Experience of work
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