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The positive side of call centers: an Indian perspective

Tuheena Mukherjee (Department of Management Studies, Indian Institute of Technology Delhi, New Delhi, India)
Saurabh Maheshwari (Department of Humanities and Social Sciences, Indian Institute of Technology Delhi, New Delhi, India)

South Asian Journal of Global Business Research

ISSN: 2045-4457

Article publication date: 25 February 2014

Abstract

Purpose

Jobs at call centers have received numerous negative undertones. Research has only highlighted the negative impact and dismal psychological consequences of call center jobs on their employees. The purpose of this paper is to investigate the possibilities of positive impact of call center jobs on their employees. The study hypothesizes that the employees working at the call centers with high self-worth (i.e. self-esteem) and high job worth (perceived worth of job (PWJ)) would perceive lesser work stress and have greater job satisfaction.

Design/methodology/approach

The study is based on data collected from 152 call-center employees through self-reporting questionnaire. Regression and mediation analysis was done to analyze the results.

Findings

Analysis revealed that those with high self-esteem and high PWJ experience less stress and higher job satisfaction. Stress partially mediates between PWJ and job satisfaction and between self-esteem and job satisfaction. Results confirm that call center jobs do not always create negative impact on the employees and have a positive side too. It is a significant finding for the call center industry which is presently facing high attrition.

Originality/value

The value of the present study lies in analyzing the importance of PWJ, which is a subjective perception. It is an imperative factor in generating positive or negative effect on the psychological well-being of the employee.

Keywords

Acknowledgements

The authors acknowledge and are grateful for the valuable comments provided by P. Vigneswara Ilavarasan, Department of Humanities and Social Sciences, Indian Institute of Technology, Delhi and Kanika T. Bhal, Department of Management Studies, Indian Institute of Technology, Delhi that helped to strengthen the paper.

Citation

Mukherjee, T. and Maheshwari, S. (2014), "The positive side of call centers: an Indian perspective", South Asian Journal of Global Business Research, Vol. 3 No. 1, pp. 36-53. https://doi.org/10.1108/SAJGBR-03-2012-0030

Publisher

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Emerald Group Publishing Limited

Copyright © 2014, Emerald Group Publishing Limited