Call centre agents’ emotional intelligence as predicators of their exhaustion and professional efficacy: The moderating effect of meaningfulness

IF 1.5 Q3 PSYCHOLOGY, APPLIED

SA Journal of Industrial Psychology Pub Date : 2021-03-16 DOI:10.4102/SAJIP.V47I0.1819

Nisha Harry

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引用次数: 2

Abstract

Copyright: © 2021. The Authors. Licensee: AOSIS. This work is licensed under the Creative Commons Attribution License. Introduction The call centre work that typifies the digital revolution requires high levels of sustained interpersonal interaction with customers, which has led to high levels of exhaustion and employee withdrawal (Anwar & Graham, 2019). Call centres in Africa have become notorious for having the highest attrition rate of any industry (Frost & Sullivan, 2018). The levels of exhaustion stem from requiring to deal with challenging and frustrated customers (Shkoler & Tziner, 2017). The emotional outbursts accompanied by irritability and anger are considered the main reasons for declining performance (Frost & Sullivan, 2018). Exhaustion and fatigue are evident in these work environments that lead to a decreased level of organisational commitment (Shkoler & Tziner, 2017). Changes in call centre agents’ behaviour include a reduced sense of professional efficacy which is characterised by low morale and an inability to cope (Frost & Sullivan, 2018).

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呼叫中心座席情绪智力对倦怠和职业效能的影响:意义性的调节作用

版权所有:©2021。作者。被许可方:小岛屿国家联盟。本作品遵循知识共享署名许可协议。代表数字革命的呼叫中心工作需要与客户进行高水平的持续人际互动，这导致了高度的疲惫和员工退缩(Anwar & Graham, 2019)。非洲的呼叫中心因其在所有行业中流失率最高而臭名昭著(Frost & Sullivan, 2018)。精疲力竭的程度源于需要处理具有挑战性和沮丧的客户(Shkoler & Tziner, 2017)。伴随着烦躁和愤怒的情绪爆发被认为是业绩下降的主要原因(Frost & Sullivan, 2018)。在这些工作环境中，疲惫和疲劳是显而易见的，这会导致组织承诺水平下降(Shkoler & Tziner, 2017)。呼叫中心座席行为的变化包括职业效能感的降低，其特征是士气低落和无法应对(Frost & Sullivan, 2018)。

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