IJIMT 2012 Vol.3(6): 773-777 ISSN: 2010-0248

Exploring Customer Service Representatives‘ Job Satisfaction Levels—A Comparison of Inbound/Outbound and Outsourced Australian Call Centres

John Annakis

Abstract—The aim of this research is to investigate the nature and extent of job related factors on job satisfaction for customer service representatives (CSR’s) in five Australian call centres. Using quantitative methods, the study found that, CSR’s perception of fairness, equity and relevance of monitoring practices, together with a participative work environment and flexible work practices are the most important contributors to job satisfaction. The findings also suggest that satisfaction levels for inbound CSR’s is significantly higher than outbound sales, and blended approaches.

Index Terms—Blending, outbound, inbound, outsourced, Structural Equation Modelling.

John Annakis is with Faculty of Business & Entreprise, Swinburne University of Technology, Hawthorn. Melbourne, Australia (email:jannakis@swin.edu.au).

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Cite: John Annakis, "Exploring Customer Service Representatives‘ Job Satisfaction Levels—A Comparison of Inbound/Outbound and Outsourced Australian Call Centres," International Journal of Innovation, Management and Technology vol. 3, no. 6, pp. 773-777, 2012.

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