Call Center Case Study

1. Call center is a work environments in which the business is mainly mediated by computer and telephone-based technologies that enable the efficient distribution of incoming and outgoing calls (Holman, 2003 as cited in Bakker, 2003). The argument that was made is that the work can be demanding and stressful, as the work has a repetitive movement, while you receive complex information (Holman 2003, as cited in Bakker, 2003). Since there is a high work intensity with restrictions imposed on rest breaks, this questioned the appropriateness of long shifts (Taylor & Bain, 1999, etc). There is evidence that shows that the negative impact of high work intensity in call centers happens to increase as working hours increase. In addition, workers

The way this can be made possible is if the fulltime wage or salary employees could have flexible work schedules that may help them vary the time they start and end work (Golden, 2001 as cited in Marchese et al., 2002). According to Cooper and Cartwright (1997) suggest that scheduling involves rotating shifts and that the rotating of shifts should stable and predictable. Telecommuting is something that is advancing, which allows employees to work from home which also helps with reducing work-family conflict. In addition, job sharing is another way to reduce work-family conflict, which has the same benefits as flextime (Sherman et al., 1998 as cited in Marchese et al.,

In most companies there should be policies that are designed to help employees integrate work-family roles, however, they do not reduce work-family conflict (Goff et al., 1990; Solomon, 1994 as cited in Marchese, 2002). However, research strongly believe that there should be a supportive culture. As supervisory support of nonwork demands has shown that there is a positive effect on job satisfaction and ultimately health outcomes (Thomas & Ganster, 1995 as cited in Marchese et al., 2002).

Managers need to take note that its organization must strive to establish and maintain the best state of physical, mental and social well -being of its workers, therefore, the need of policies and procedures are required to address health and safety. In addition, the organizations should increase the awareness and improve the stress management skills of the workers through training and educational activities. In the same way, this will help the employees react in a positive manner when it comes to workplace stressors (Cooper & Cartwright,