University Projects
LACK OF JOB QUALITY IN TOUCHSTONE COMMUNICATION
ABSTRACT
The number of call centers has increased rapidly over the last decade as technological advancements have increased the geographical reach and the applicability of call centre operations to a wide variety of industries and business functions. This has increased the research on various aspects of call centre operations. Issues associated with job quality have arisen from various call centre studies. However, there is yet to be a study that deliberately and systematically examines job quality and its factors, linking them based on their effects on each other and on job quality. This study highlights the major issues associated with the quality of call centre work in Touchstone Communications, and key gaps in the research related to call centers are revealed. Some suggestions are given to improve job quality and the impact of key job quality factors on employees and organizations.
THE QUALITY OF WORK LIFE
The concept of quality of work life was initiated in the 1960’s and 1970’s which focused on the ways of making the working environment a more humane situation for workers (Davis and Cherns, 1975; Levine, 1983; Considine and Callus, 2001; Huzzard, 2003). Rapid advancements in technology triggered the concerns about working conditions such as de-skilling, dehumanization, alienation and objectification of labour, which has led to an increase in the research on the quality of work life. There are different perspectives about how to define the concept of “quality of working life” and what constitutes a high quality job: Fundamentally, job quality and "the quality of work life" is comprised by the set of work characteristics which promote the well-being of the worker (Green, 2005). This concept is employee-centered and focuses exclusively on what is beneficial for the worker. This review will therefore gather and report on findings relating to job quality from the Touchstone
ABSTRACT
The number of call centers has increased rapidly over the last decade as technological advancements have increased the geographical reach and the applicability of call centre operations to a wide variety of industries and business functions. This has increased the research on various aspects of call centre operations. Issues associated with job quality have arisen from various call centre studies. However, there is yet to be a study that deliberately and systematically examines job quality and its factors, linking them based on their effects on each other and on job quality. This study highlights the major issues associated with the quality of call centre work in Touchstone Communications, and key gaps in the research related to call centers are revealed. Some suggestions are given to improve job quality and the impact of key job quality factors on employees and organizations.
THE QUALITY OF WORK LIFE
The concept of quality of work life was initiated in the 1960’s and 1970’s which focused on the ways of making the working environment a more humane situation for workers (Davis and Cherns, 1975; Levine, 1983; Considine and Callus, 2001; Huzzard, 2003). Rapid advancements in technology triggered the concerns about working conditions such as de-skilling, dehumanization, alienation and objectification of labour, which has led to an increase in the research on the quality of work life. There are different perspectives about how to define the concept of “quality of working life” and what constitutes a high quality job: Fundamentally, job quality and "the quality of work life" is comprised by the set of work characteristics which promote the well-being of the worker (Green, 2005). This concept is employee-centered and focuses exclusively on what is beneficial for the worker. This review will therefore gather and report on findings relating to job quality from the Touchstone