Abstract:
This article reports on the results of a study of which the aim was to identify
stressors affecting Employee Assistance Programme (EAP) personnel in a
call centre that provides psycho-social services to employees of contracted
companies in South Africa. The researcher implemented a qualitative
approach, using a semi-structured interview schedule to interview the EAP
call-centre personnel face to face to provide direct, first-hand knowledge.
Twelve participants were recruited through the probability sampling
technique. Three core topics will be discussed namely; the stress triggers in a
call centre in South Africa, the key stressors of personnel of a call centre as
identified through research and the effect of these stressors on job
satisfaction, productivity and motivation of EAP personnel in a call centre
environment. The data that are presented should provide management of call
centres with guidelines to improve work performance of personnel.
