Özet:

As call centers create more employment opportunities within the service industry, understanding the effect of call center work on employees becomes crucial. Electronic performance measurement, high workload, low job control and constant human interaction make call center employees more prone to burnout and job dissatisfaction than any other sector employees. The aim of this study was to investigate the effect of workload and burnout on job satisfaction of call center employees. 150 call center employees of a commercial bank answered the questionnaire. Regression analysis revealed that emotional burnout was the most important predictor of job satisfaction. Results were documented and further suggestions were made.

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