Stressors affecting employee assistance programme personnel within a call centre environment in South Africa

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dc.contributor.author Van Wyk, Dina
dc.contributor.author Taute, Florinda M.
dc.date.accessioned 2011-03-30T07:28:57Z
dc.date.available 2011-03-30T07:28:57Z
dc.date.issued 2010-07
dc.description.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. en_US
dc.identifier.citation Van Wyk, D & Taute, T 2010, 'Stressors affecting employee assistance programme personnel within a call centre environment in South Africa', Social Work Practitioner-Researcher, vol. 22, no. 2, pp. 259-276. en_US
dc.identifier.issn 1011-2324
dc.identifier.uri http://hdl.handle.net/2263/16133
dc.language.iso en en_US
dc.publisher Department of Social Work, University of Johannesburg en_US
dc.rights Department of Social Work, University of Johannesburg en_US
dc.subject Stressors en_US
dc.subject Employee assistance programme (EAP) en_US
dc.subject Call centre en_US
dc.subject.lcsh Employee Assistance Programs en
dc.title Stressors affecting employee assistance programme personnel within a call centre environment in South Africa en_US
dc.type Article en_US


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