Telephone surveillance in call centers: prescriptions for reducing strain

Abstract

Purpose

The purpose of this study is to examine telephone surveillance in call centers and the role that job control plays in reducing the strain associated with the practice.

Design/methodology/approach

Supervisory practices influencing job control – a form of worker empowerment – were viewed by the study as a key variable mitigating the long‐standing relationship between telephone surveillance and work strain. As part of a field experiment, a sample of 163 service representatives completed a questionnaire measuring strain, perceived degree of surveillance, and job control.

Findings

Correlational and path analyses indicated that the strain associated with telephone surveillance could be explained by a loss of perceived control, even though service representatives had no direct control over the surveillance process itself.

Research limitations/implications

These findings support previous research emphasizing the importance of task control during service encounters and suggest that supervisory practices that empower service workers may also reduce job strain. The immediate findings may be limited to the call center environment but recent research suggests that the control construct may be robust in other settings.

Originality/value

This project is one a few studies that outlines specific management practices that could reduce strain associated with telephone surveillance.

Citation

Varca, P.E. (2006), "Telephone surveillance in call centers: prescriptions for reducing strain", Managing Service Quality: An International Journal, Vol. 16 No. 3, pp. 290-305. https://doi.org/10.1108/09604520610663507