文章基本信息

标题：The experience of work in a call centre environment
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作者：Hauptfleisch, Sanet ; Uys, J S
期刊名称：SA Journal of Industrial Psychology
印刷版ISSN：2071-0763
出版年度：2006
卷号：32
期号：2
DOI：10.4102/sajip.v32i2.231
语种：English
出版社：AOSIS OpenJournals
摘要：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.
关键词：Call centre; Customer service industry; Experience of work