Friday, 2 November 2012

The Impact of Sick Building Syndrome on Call Centre Agents’ Effectiveness

an article by Devina Oodith and Sanjana Brijball Parumasur (University of KwaZulu-Natal (Westville Campus), Durban, South Africa) published in Journal of Economics and Behavioral Studies Volume 4 Number 9 (September 2012)


This study assessed the impact of Sick Building Syndrome (layout, ergonomic design of workstation, lighting/ventilation, health and performance, noise and aesthetics) on the effectiveness of Call Centre agents in managing customers and their needs.

The study was undertaken in Durban, South Africa, and was conducted within a Public Sector service environment, which comprised of four major call centres employing 240 call centre agents.

A sample of 151 call centre agents was drawn across using a simple random sampling technique and a 63% response rate was achieved. These call centre agents were responsible for inbound calls only.

Data was collected using a self-developed, precoded questionnaire whose validity and reliability were statistically determined using Factor Analysis and Cronbach’s Coefficient Alpha respectively.

Data was analysed using descriptive and inferential statistics. The results indicate that the dimensions of Sick Building Syndrome have the potential to impact on agents’ performance. Based on the results of the study a graphical representation has been designed and presents recommendations that, when implemented in call centre environments, have the potential to enhance agents’ effectiveness in managing customers and their needs.

Full text (PDF 16pp)

Hazel’s comment:
We perhaps need to be reminded that sick building syndrome is real – to the point that Wikipedia has an article, not proof in and of itself, of course, but add in the NHS and the Health & Safety Executive and we start to realise the seriousness and extent of the problem.

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