Workload, Burnout, and Job Satisfaction Among Call Center Employees

Öz Ascall centers create more employment opportunities within the service industry,understanding the effect of call center work on employees becomes crucial.Electronic performance measurement, high workload, low job control and constanthuman interaction make call center employees more prone to burnout and jobdissatisfaction than any other sector employees. The aim of this study was toinvestigate the effect of workload and burnout on job satisfaction of callcenter employees. 150 call center employees of a commercial bank answered thequestionnaire. Regression analysis revealed that emotional burnout was the mostimportant predictor of job satisfaction. Results were documented and furthersuggestions were made.
Anahtar Kelimeler:

Job Satisfaction, Burnout


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