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EXPLORING PREDICTORS OF JOB SATISFACTION IN CALL CENTRES – THE CASE OF AUSTRALIA
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John Annakis, Tony Lobo, Soma Pillay 
Abstract
In this paper we examine predictors of job satisfaction within the call centre industry. Using a qualitative methodology, we investigate the nature and extent of job satisfaction of customer service representatives in two large Australian call centres. The findings from the study confirm that monitoring, personal privacy and flexibility correlate to workers’ wellbeing and job satisfaction.
Keywords: Call Centres, Job Satisfaction, Customer Relations Representatives, Australia
How to cite this paper: Annakis, J., Lobo, T., & Pillay, S. (2011). Exploring predictors of job satisfaction in call centres – The case of Australia. Corporate Ownership & Control, 8(3-3), 376-395. https://doi.org/10.22495/cocv8i3c3p3
