A study of employee reported factors influencing wellness in a South African international call centre environment

Abstract

Strategies and programmes in organisations to address the physical, mental and social wellness of employees are becoming increasingly important. The call centre industry is experiencing phenomenal growth as businesses are responding to customers’ expectations and demands in a 24 hour electronic customer service commodity. High turnover rates and absenteeism in call centres suggest that the working environment there may also negatively impact the wellness of employees. A qualitative study was conducted to determine the employee perceived and reported factors impacting on the wellness of these employees in a call centre environment. Data obtained through a questionnaire and focus group discussions showed that all three wellness areas had several factors that impact the wellness of employees and warrant attention in terms of effective wellness management in the specific work environment. The implications of the findings are discussed and some recommendations made for more effective employee wellness management in call centres.