A QUALİTATİVE RESEARCH ON THE MENTAL WORKLOAD OF CALL CENTER EMPLOYEES

Duha Kaçmaz; Meral Bektaş; Hüseyin Çiçek

Makale detayları

A QUALİTATİVE RESEARCH ON THE MENTAL WORKLOAD OF CALL CENTER EMPLOYEES

Yazarlar:

Duha Kaçmaz | Meral Bektaş | Hüseyin Çiçek

Yayıncı:

Burdur Mehmet Akif Ersoy University

Ana Başlıklar:

İşletme

Dergi:

Mehmet Akif Ersoy Üniversitesi Sosyal Bilimler Enstitüsü Dergisi Issue 38, pp.17-34

Belge Tipi:

Makale

Yayın Tarihi:

11/2023

Belge Dili:

Türkçe

Document ID (Org No.):

2001304380

pISSN:

1309-1387

Anahtar kelimeler:

Özet:

 In this study, it is aimed to qualitatively evaluate the mental workload that the employees serving in the call center sector, which is one of the most important links of the service sector, encounter and are exposed to in their work environments. The data of the study carried out in the phenomenological design were analyzed using the descriptive analysis technique, which is among the qualitative research methods, and the findings were interpreted. The findings were categorized under 5 headings within the framework of the responses received from the study group. These; job-related responsibilities, the effects of the call center on employees, break-work adjustment, cognitive strain, crisis-bully customer categories. Semi-structured interview technique was used in the research. Eight call center customer representatives serving professionally in the public sector were determined by random sampling and face-to-face interviews were conducted. According to the answers received from the study group, they stated that when working in the call center is evaluated objectively, it is a workload that is felt mentally intense. They stated that for a working environment where the mental workload will be felt less, a fair distribution of working hours or work intensity, sufficient break times, and an employee-oriented working model that attaches importance to the psychological health of the employee should be developed. .

 In this study, it is aimed to qualitatively evaluate the mental workload that the employees serving in the call center sector, which is one of the most important links of the service sector, encounter and are exposed to in their work environments. The data of the study carried out in the phenomenological design were analyzed using the descriptive analysis technique, which is among the qualitative research methods, and the findings were interpreted. The findings were categorized under 5 headings within the framework of the responses received from the study group. These; job-related responsibilities, the effects of the call center on employees, break-work adjustment, cognitive strain, crisis-bully customer categories. Semi-structured interview technique was used in the research. Eight call center customer representatives serving professionally in the public sector were determined by random sampling and face-to-face interviews were conducted. According to the answers received from the study group, they stated that when working in the call center is evaluated objectively, it is a workload that is felt mentally intense. They stated that for a working environment where the mental workload will be felt less, a fair distribution of working hours or work intensity, sufficient break times, and an employee-oriented working model that attaches importance to the psychological health of the employee should be developed. .

 In this study, it is aimed to qualitatively evaluate the mental workload that the employees serving in the call center sector, which is one of the most important links of the service sector, encounter and are exposed to in their work environments. The data of the study carried out in the phenomenological design were analyzed using the descriptive analysis technique, which is among the qualitative research methods, and the findings were interpreted. The findings were categorized under 5 headings within the framework of the responses received from the study group. These; job-related responsibilities, the effects of the call center on employees, break-work adjustment, cognitive strain, crisis-bully customer categories. Semi-structured interview technique was used in the research. Eight call center customer representatives serving professionally in the public sector were determined by random sampling and face-to-face interviews were conducted. According to the answers received from the study group, they stated that when working in the call center is evaluated objectively, it is a workload that is felt mentally intense. They stated that for a working environment where the mental workload will be felt less, a fair distribution of working hours or work intensity, sufficient break times, and an employee-oriented working model that attaches importance to the psychological health of the employee should be developed. .

 Bu çalışmada, hizmet sektörünün en önemli halkalarından biri olan çağrı merkezi sektöründe hizmet veren çalışanların iş ortamlarında karşılaştıkları ve maruz kaldıkları zihinsel iş yükünü nitel anlamda değerlendirmek amaçlanmıştır. Araştırmada çalışanlardan daha samimi, objektif ve daha detaylı bilgiler elde edebilmek için nitel araştırma yöntemi kullanılmıştır. Araştırma verilerinin toplanmasında yarı yapılandırılmış görüşme formu kullanılmış ve fenomenolojik desende yürütülen çalışmada veriler betimsel analiz tekniği ile yorumlanmıştır. Görüşmeler kamu sektöründe hizmet veren çağrı merkezlerinde müşteri temsilciliği pozisyonunda bulunan 8 kişi ile gerçekleştirilmiştir. Araştırma bulguları, elde edilen yanıtlar çerçevesinde beş başlık halinde kategorize edilmiştir. Çalışanlar çağrı merkezinde çalışmanın zihinsel anlamda yoğun hissedilen iş yükü olduğunu ifade ederek, zihinsel iş yükünün daha az hissedileceği bir çalışma ortamı için çağrı merkezlerinde, çalışan odaklı bir çalışma modeli geliştirilmesi gerektiğine vurgu yapmışlardır. Bu araştırma ile çağrı merkezi çalışma şartlarının iyileştirilmesi yönünde gereken adımların atılması için çağrı merkezi yöneticilerine ilham olacağı düşünülmüştür.

Makale detayları

A QUALİTATİVE RESEARCH ON THE MENTAL WORKLOAD OF CALL CENTER EMPLOYEES

Yazarlar:

Duha Kaçmaz | Meral Bektaş | Hüseyin Çiçek

Yayıncı:

Burdur Mehmet Akif Ersoy University

Ana Başlıklar:

İşletme

Dergi:

Mehmet Akif Ersoy Üniversitesi Sosyal Bilimler Enstitüsü Dergisi Issue 38, pp.17-34

Belge Tipi:

Makale

Yayın Tarihi:

11/2023

Belge Dili:

Türkçe

Document ID (Org No.):

2001304380

pISSN:

1309-1387

MENTAL WORKLOAD

PERFORMANCE RELATED WORKLOAD

TEMPORARY WORKLOAD

EMOTİONAL WORKLOAD

BEHAVİORAL WORKLOAD

COGNİTİVE WORKLOADZİHİNSEL İŞ YÜKÜ

PERFORMANSA BAĞLI İŞ YÜKÜ

GEÇİCİ İŞ YÜKÜ

DUYGUSAL İŞ YÜKÜ

DAVRANIŞSAL İŞ YÜKÜ

BİLİŞSEL İŞ YÜKÜ

Sayı

Makale detayları

Yazarlar: Duha Kaçmaz | Meral Bektaş | Hüseyin Çiçek

Yayıncı: Burdur Mehmet Akif Ersoy University

Ana Başlıklar: İşletme

Dergi: Mehmet Akif Ersoy Üniversitesi Sosyal Bilimler Enstitüsü Dergisi Issue 38, pp.17-34

Belge Tipi: Makale

Yayın Tarihi: 11/2023

Belge Dili: Türkçe

Document ID (Org No.): 2001304380

pISSN: 1309-1387

Sayı

Yazarlar:

Duha Kaçmaz | Meral Bektaş | Hüseyin Çiçek

Yayıncı:

Burdur Mehmet Akif Ersoy University

Ana Başlıklar:

İşletme

Dergi:

Mehmet Akif Ersoy Üniversitesi Sosyal Bilimler Enstitüsü Dergisi Issue 38, pp.17-34

Belge Tipi:

Makale

Yayın Tarihi:

11/2023

Belge Dili:

Türkçe

Document ID (Org No.):

2001304380

pISSN:

1309-1387