Employee experiences of commitment and happiness in call centre employment : a qualitative study.

Abstract

The call centre industry has experienced a boom over the last decades. More organisations are making use of call centres as a means of speedy service deliveries to their customers. Call centres have therefore become an important method of communication between customers and clients, however the call centre environment has been characterised as being demanding and negatively impacting on employees. This study is therefore aimed at understanding employee experiences of commitment and happiness within the call centre environment. Specifically whether or not those employed within the call centre environment experience both commitment and happiness. Data in the study was collected with the use of a biographical questionnaire and semi- structured interviews. The results in the study suggest that commitment and happiness are experienced in the call centre environment when positive organisational factors such as feedback, recognition, goal accomplishment and growth opportunities are present.