A cross-sectional study on factors affecting the intention to quit smoking among female call centre employees.
Sign Up to like & getrecommendations! Published in 2023 at "Nursing open"
DOI: 10.1002/nop2.1821
Abstract: AIM This study aims to describe smoking related characteristics among female call centre employees in South Korea and identify the factors influencing intention to quit smoking in the next 6 months. DESIGN This is a cross-sectional… read more here.
Keywords: female call; quit; call centre; centre employees ... See more keywords
How categorization impacts the design of requests: Asking for email addresses in call-centre interactions
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DOI: 10.1017/s0047404521000592
Abstract: Marketing research shows that organizations tailor communication for particular customer ‘segments’, but little is known about the live design of interaction for different categories. To investigate this, we examine telephone calls to a holiday sales… read more here.
Keywords: categorization impacts; call centre; design requests; email addresses ... See more keywords
Holistic assessment of call centre performance
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DOI: 10.1049/iet-net.2017.0018
Abstract: In modern call centres 60–70% of the operational costs come in the form of the human agents who take the calls. Ensuring that the call centre operates at lowest cost and maximum efficiency involves a… read more here.
Keywords: media gateway; call centre; call; performance ... See more keywords
Call Centre Karma, or How Popular Culture Learned to Stop Worrying and Love Outsourcing
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DOI: 10.1080/02560046.2020.1779325
Abstract: ABSTRACT Since 2006, numerous movies and TV series have depicted outsourcing to India as a source of both economic and personal opportunity for American, Canadian, British and Indian characters. There has been no sustained assessment,… read more here.
Keywords: karma popular; popular culture; call centre; centre karma ... See more keywords
Work-related well-being in a call centre environment: The moderating role of age and tenure
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DOI: 10.1080/14330237.2017.1321827
Abstract: The study investigated age and tenure effects on the relationship between job demands and resources, and job-related burnout and work engagement. Study participants were a convenience sample of 382 call centre agents in the information… read more here.
Keywords: age tenure; work; call centre; tenure ... See more keywords
Psychological contract and job security among call centre agents: Preliminary evidence
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DOI: 10.1080/14330237.2019.1568062
Abstract: This study explored call centre agents’ perceived psychological contract and job security in a South African call centre setting. We interviewed a purposive sample of 12 call centre agents (female = 8, male = 4;… read more here.
Keywords: centre agents; call centre; centre; job security ... See more keywords
Psychological contract influence on organisational identification among call centre employees
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DOI: 10.1080/14330237.2019.1647490
Abstract: The study investigated whether the psychological contract predicts organisational identification in a call centre setting. Participants included 198 employees (females = 66%; permanent employees = 74%, temporary employees = 26%). Participants completed measures on psychological… read more here.
Keywords: contract; organisational identification; call centre; psychological contract ... See more keywords
Feasibility and preliminary results of a call centre delivered continuing care intervention following residential alcohol and other drug treatment.
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DOI: 10.1111/dar.13693
Abstract: INTRODUCTION To help reduce relapse rates following alcohol and other drug (AOD) treatment, continuing care interventions have been recommended. Previous continuing care interventions have incorporated telephone and face-to-face sessions to help promote participant engagement. The… read more here.
Keywords: drug; treatment; continuing care; call centre ... See more keywords