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Journals / Kocaeli Üniversitesi Sosyal Bilimler Dergisi / 2026 / Sayı: 11

Çağrı Merkezi Çalışanlarında İş Yükü Düzeyi ile İş Doyumu İlişkisinin Araştırılması

Aşkın Keser
Pages
100–119
Publication Date
2006-06-01
DOI
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AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

The job satisfaction results seems lower because of workload problems of call center workers.

📌 3 Key Takeaways

🎯
Objective & Hypothesis:Call centers are new type of interacting with customers by telephone and also call centers growth recent years.
📊
Key Findings & Data:In order to measure this relationship, statistical analysis (Correlation and Regression analysis) used The research was performed in one of the biggest bank call center department. (N=101) The result of research shows that, there is important relation between “workload” and “job satisfaction”.
💡
Conclusion & Impact:The job satisfaction results seems lower because of workload problems of call center workers.
🔬Design:Research Article
📍Scope:Comprehensive Sample
⚙️Variables:Çağrı Merkezi İşi · İş Yükü · İş Doyumu

Abstract

Call centers are new type of interacting with customers by telephone and also call centers growth recent years. It has been argued that call center work is new form of “Taylorism”. Beyond this idea, call center work is being critized strongly by work/organizational psychologists. On the other hand unskilled work character, stressful job identity, low, task complexity, routine work type and low levels of job control has been chriticized. The purpose of study is to find the relationship between “workload” and “job satisfaction” at call center workers. In order to measure this relationship, statistical analysis (Correlation and Regression analysis) used The research was performed in one of the biggest bank call center department. (N=101) The result of research shows that, there is important relation between “workload” and “job satisfaction”. The job satisfaction results seems lower because of workload problems of call center workers.

Özet

Günümüzde işletmelerin müşterilerine etkin bir şekilde ulaşabilmek amacıyla “çağrı merkezleri”ni yoğun bir şekilde kullandıkları görülmektedir. Bilgisayar destekli, telefon görüşmelerini içeren ve müşterilerin sorunlarına cevap verilen bu yeni iş şekli, özellikle çalışma ve örgüt psikolojisi alanı uzmanları tarafından yoğun eleştirilere maruz kalmaktadır. Yapılan işin monoton olması, iş yükünün fazla olması, çalışanın işte insiyatif kullanamaması ve yoğun stresli olması temel eleştiriler arasındadır. Özellikle Taylorizmin geri dönüşü şeklinde de eleştiriler söz konusudur. Çalışmada yukarıda değinilen eleştirilere bağlı olarak çağrı merkezinde çalışan işgücünün iş yükü düzeyi ile iş doyumu arasındaki ilişki araştırılmak istenmiştir. Ülke ekonomisinde önemli bir role sahip bir finans kurumunda (banka) gerçekleştirilen araştırmada (N=101) çağrı merkezi çalışmasındaki iş yükünün çalışanların iş doyumunu etkilediği tespit edilmiştir. Bu sonuç araştırma verilerinin istatistiki olarak analizi sonrası bulunmuştur. (Korelasyon ve Regresyon Analizi) Araştırmada çalışanların iş yükü yüksek bulunmuş buna bağlı olarak iş doyum düzeyleri de düşük saptanmıştır

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Cite This Article

Keser, A. (2006). Çağrı Merkezi Çalışanlarında İş Yükü Düzeyi ile İş Doyumu İlişkisinin Araştırılması. Kocaeli Üniversitesi Sosyal Bilimler Dergisi, Sayı: 11, 100–119. https://ajindex.com/articles/69326

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