Motivation and job satisfaction: the case of call centres in Greece

Abstract

The purpose of this research is to describe the current level of job satisfaction and the factors that lead to it from the perspective of call centre employees in Greece, using Herzberg's two-factor theory as the primary theoretical framework. Specifically, it determines the overall degree of job satisfaction among call centre employees presents the level of motivators - hygiene factors provided by call centre companies and finally describes the relationship between motivators - hygiene factors and job satisfaction. Given the virtual absence of research on job satisfaction and motivation in call centres in Greece, this paper aims to fill this gap. In addition to the theoretical importance, this research has practical relevance. In a stressful working environment like call centres, identifying the factors that contribute to job satisfaction can help companies achieve higher productivity, lower staff turnover and simultaneously satisfy their employees.