Exploring Monitoring, Work Environment and Flexibility as Predictors of Job Satisfaction within Australian Call Centres

John Annakis, Antonio Lobo, Soma Pillay


The purpose of this paper is to investigate predictors of workers’ job satisfaction from the labour process and
equity theoretical perspectives. The study employed a qualitative approach and draws on data from in depth focus
groups of customer service representatives (CSR). The sample for this study was drawn from three Australian call
centres operating in a variety of business sectors. The study highlights that three dimensions: monitoring,
flexibility and work environment are significantly correlated to CSR job satisfaction. Developing an understanding
of these dimensions is critical to understanding CSR job satisfaction perceptions in an industry which exhibits high
labour turnover and absenteeism. This study provides new insights on how to manage effectively job satisfaction
within call centre environments through the incorporation of more multi-dimensional aspects that are considered to
be strong determinants of CSR job satisfaction. The study contributes to the literature by investigating a more
multi-dimensional approach to studying job satisfaction in call centre environments. The intensive case study
approach highlights the implications for HRM.

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DOI: http://dx.doi.org/10.5539/ijbm.v6n8p75

International Journal of Business and Management   ISSN 1833-3850 (Print)   ISSN 1833-8119 (Online)

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