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Call Centres And The Quality Of Work Life: A Public/Private Sector Comparison, Zeenobiyah N. Hannif
Call Centres And The Quality Of Work Life: A Public/Private Sector Comparison, Zeenobiyah N. Hannif
Faculty of Commerce - Papers (Archive)
The quality of work life is a traditionally under-researched area where call centres (CC) are concerned. Similarly, much of the existing call centre research is based on the private sector despite the public sector emerging as a large user of CC operations. This paper is based on empirical research conducted in two Australian CC’s to explore whether and how the quality of work life varies between the two sectors. Findings relating to three quality of work life elements are reported: job content, working hours & work-life balance, and managerial/supervisory style and strategies. Public sector call centre Govtcall emerges as being …