Factors Effecting the Employee Performance: Evidences from Call Centers Cover Image

Çağrı Merkezlerinde Çalışan Performansını Etkileyen Faktörler: Bir İnceleme
Factors Effecting the Employee Performance: Evidences from Call Centers

Author(s): Umut Bulut, Aylin Ataay
Subject(s): Psychology, Business Economy / Management, Organizational Psychology, Human Resources in Economy
Published by: İşletme Araştırmaları Dergisi
Keywords: Call center management; employee performance; work load; work time; work experience;

Summary/Abstract: This study aimed to investigate the factors that affect the performance of call centers’employees who are the main actors for the efficiency and productivity in call center activities. Employees’work experience, workloads and work time have been examined as key determinants of employee performance. Regression analysis results show that there is a negative relationship between performance and employees’ workload and work time however the relationship between performance and work experience is positive and statistically significant. We found that, as the experience of the customer representatives increases, the their performance level is also increasing. However, increase in the monthly working hours of employees and their level of work load cause decreases in call center employees’ performance. We can conclude that increases in working hours and work load increase also the risk of error and the rate of absenteeism in the customer representatives, which adversely affect the individual performance results.

  • Issue Year: 9/2017
  • Issue No: 4
  • Page Range: 1-16
  • Page Count: 16
  • Language: Turkish