Stressors affecting employee assistance programme personnel within a call centre environment in South Africa
Year: 2010
Type: article
Abstract: This article reports on the results of a study of which the aim was to identify \nstressors affecting Employee Assistance Programme (EAP) personnel in a \ncall centre that provides psycho-social services to employees of contracted \ncompanies in South Africa. The researcher implemented a qualitative \napproach, using a semi-structured interview schedule to interview the EAP \ncall-centre personnel face to face to provide direct, first-hand knowledge. \nTwelve participants were recruited through the probability sampling \ntechnique. Three core topics will be discussed namely; the stress triggers in a \ncall centre in South Africa, the key stressors of personnel of a call centre as \nidentified through research and the effect of these stressors on job \nsatisfaction, productivity and motivation of EAP personnel in a call centre \nenvironment. The data that are presented should provide management of call \ncentres with guidelines to improve work performance of personnel.
Authors: Dina Van Wyk, Florinda Taute
Institution: University of Pretoria
Language: English
Topic: Stress and Burnout Research
Subfield: Social Psychology
Field: Psychology
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W2115296785