Search results

1

Ewaluacja systemu wynagradzania jako element zrównoważonego zarządzania kapitałem ludzkim - na przykładzie call center

100%

Beck-Krala E., Stańczyk I.

Prace Naukowe Uniwersytetu Ekonomicznego we Wrocławiu

|

2023

|

vol. 67

|

issue 4

1-12

EN

The aim of the paper is to analyze the effectiveness of the reward system in a selected Call Center based on the chosen multidimensional model consistent with the Sustainable Human Capital Management. The analyzed case concerns a company that operates for a large nationwide telecommunications operator. The article discusses issues related to the reward system in the organization and the existing models of researching this effectiveness. The analysis was based on a multidimensional model of reward effectiveness. To achieve the objective of the study, the method of desk research was used, based on available documents related to employee rewards, financial data, as well as surveys and interviews among the employees of the Call Center. Based on the research, it can be concluded that the reward system is effective. Analyzing the individual dimensions, it can be seen that the system supports business strategy and the measures indicate the cost effectiveness of the system. On the other hand, market comparisons allow to determine the competitiveness of the total rewards package. The results of the surveys showed the general satisfaction of employees with the system and the areas that require further improvement.

PL

Celem artykułu jest analiza efektywności systemu wynagrodzeń w wybranym call center z wykorzystaniem wielowymiarowego modelu spójnego z wartościami zrównoważonego zarządzania kapitałem ludzkim. Analizowany przypadek dotyczy firmy, która działa na rzecz dużego ogólnopolskiego operatora telekomunikacyjnego. W artykule poruszono zagadnienia dotyczące systemu wynagradzania w organizacji oraz dotychczasowych modeli badania tej efektywności. Analizę przeprowadzono, opierając się na wielowymiarowym modelu badania efektywności wynagrodzeń. Do realizacji celu badania wykorzystano metodę analizy dokumentów zastanych, bazując na dostępnych dokumentach związanych z wynagrodzeniem pracowników, danych finansowych, a także badania ankietowe i wywiady z pracownikami call center. Na podstawie przeprowadzonych badań można stwierdzić, że system wynagrodzeń jest efektywny. Analizując poszczególne wymiary badania, można zauważyć, że system wspiera strategię biznesową firmy, a wykorzystane wskaźniki ilościowe wskazują na efektywność kosztową systemu. Z kolei porównania rynkowe pozwalają stwierdzić konkurencyjność całkowitego pakietu wynagrodzeń. Wyniki badań sondażowych pokazały ogólne zadowolenie pracowników z systemu oraz obszary, które wymagają dalszego doskonalenia.

2

The role of job stress at emotional labor’s effect on intention to leave: Evidence from call center employees

94%

Işık M., Hamurcu A.

Business and Economic Horizons

|

2017

|

vol. Volume 13

|

issue Issue 5

652-665

EN

Call centers are contact centers that act as communication facilities between customers and businesses with the help of customer representatives. The call center sector where transactions are carried out largely without face to face communication is known as a sector with the most stressful and is also known with having the highest employee turnover rate. Customer representatives are not able to use any initiative and they have too many workloads; for this reason, they are frazzled. In addition, customer representatives need to play role despite of their natural emotions. This affects the emotional labor behavior of sector employees. In this study, the job stress’ mediating role at emotional labor’s effect on intention to leave is investigated. Data was collected from two call centers operating in Bitlis province in Turkey by using survey method. Analyzes were made with the SPSS 23 and AMOS 22 programs through 207 valid questionnaires. In the analyzes made, job stress has full mediating effect at emotional labor variable’s surface acting dimension’s effect on intention to leave. Due to the correlation analyzes performed, there was a significant relationship between surface acting and natural emotions (expression of naturally felt emotions) dimension of emotional labor variable with job stress and intention to leave.

3

Rekrutacja kadry kierowniczej w branży call i contact center – studium przypadku

83%

Olszak-Dyk E.

Prace Naukowe Uniwersytetu Ekonomicznego we Wrocławiu

|

2018

|

issue 511

168-177

PL

W artykule poruszone zostały kwestie dotyczące procesu rekrutacji na stanowiska kierownicze w branży call i contact center. Strategia personalna obecnie staje się kluczowym elementem strategii przedsiębiorstwa, przez co dobór odpowiednich pracowników do organizacji jest jednym z najważniejszych jej elementów. W świetle wymagań, jakie stawia przed pracodawcami rynek pracownika, poruszane zagadnienia mają istotną wartość, zarówno dla właścicieli firm, jak i pracowników działów HR, zajmujących się pozyskiwaniem i weryfikacją kandydatów na stanowiska kierownicze. Celem artykułu jest ocena procesu rekrutacji i selekcji na niższe stanowiska menedżerskie w wybranym przedsiębiorstwie. Aby zwizualizować badane zjawiska, analizie poddano procesy funkcji personalnej w organizacji, która od kilku lat znajduje się w czołówce największych i najprężniej rozwijających się contact center w Polsce. Studium przypadku opiera się na danych zebranych w latach 2012 oraz 2015 wraz z weryfikacją dokumentacji tworzonej i gromadzonej przez dział HR.

4

Auditory fatigue among call dispatchers working with headsets

71%

Venet T., Bey A., Campo P., Ducourneau J., Mifsud Q., Hoffmann C., Thomas A., Mouzé-Amady M., Parietti-Winkler C.

International Journal of Occupational Medicine and Environmental Health

|

2017

|

vol. 31

|

issue 2

217-226

EN

Objectives: To determine whether call center dispatchers wearing headsets are subject to auditory fatigue at the end of a work shift. Material and Methods: Data was gathered at times when call centers were busiest. All call operators wore a headset for up to 12 h. Acoustic environment and noise exposure under the headset were continuously recorded during the entire work shift. Variations in auditory parameters were assessed using pure-tone air-conduction audiometry and an objective test based on distortion product otoacoustic emissions – contralateral suppression of distortion product otoacoustic emission (DPOAE) amplitudes (EchoScan test). Thirty-nine operators and 16 controls, all volunteers, were selected from 3 call centers (sales, assistance, and emergency) where all cognitive tasks were accomplished by phone and on computers. Results: No acoustic shock was detected during the investigation. The highest normalized noise exposure (daily noise exposure level – LEX,8 h) measured was 75.5 dBA. No significant variation in auditory performances was detected with either pure-tone air-conduction audiometry or the EchoScan test. Nevertheless, dispatchers expressed a feeling of tiredness. Conclusions: For an equivalent diffuse field noise exposure, the use of a headset does not seem to worsen auditory fatigue for call center operators. The dispatcher’s fatigue was probably due to the duration of the work shift or to the tasks they performed rather than to the noise exposure under a headset. Int J Occup Med Environ Health 2018;31(2):217–226

5

L’Italia negli occhi dei giovani. La condizione lavorativa italiana degli ultimi venti anni raccontata attraverso la letteratura

60%

Stasiak P.

Italica Wratislaviensia

|

2015

|

issue 6

163-177

EN

This paper examines how the working conditions in Italy are represented in the literature of the last 20 years written by young authors, from the 1990s and the beginnings of Postmodernism’s influence on young people, up to the new century and its relative propensity for risk-taking. This article examines the changes that have occurred to society and its needs; emphasis is placed on the evolution of legal regulations and on the creation of the new literary topos, such as the call centre—a contemporary non-place of the precariat. In this article, much attention is paid to the necessity of writing as a method of capturing the reality, or simply as a way of making a living. The aforementioned issue, which is highly topical, became the subject of numerous novels written by the young and often unemployed. Especially in recent years, this literary protest emerged to condemn flexible employment contracts. It is worthwhile to mention the following recent works related to these issues: Il Mondo Deve Sapere (Murgia) and Generazione Mille Euro (Incorvaia, Rimassa), as well as the classic Tutti Giù per Terra (Culicchia). The literary aspects of this essay are enriched by the theories of Zygmunt Bauman, Richard Sennett, Ulrich Beck and Anthony Giddens to give an overall picture of the contemporary work conditions of the young, combining theory with real experiences.

IT

L’articolo tratta della rappresentazione nella letteratura della condizione lavorativa in Italia degli ultimi venti anni da parte dei giovani scrittori. Dal 1990 e dall’inizio dell’influenza del postmoderno sui giovani, fino al nuovo secolo e alla relativa propensione al rischio, l’articolo esamina il cambiamento della società e dei suoi bisogni. L’accento viene posto sull’evoluzione delle norme legali e sull’evoluzione di un nuovo topos letterario, legato al call center, un contemporaneo nonluogo della precarietà. Nel presente lavoro l’attenzione viene posta sul bisogno della scrittura, come rappresentazione della realtà, ma anche come metodo di guadagno per i giovani. Questo problema, di grande attualità, è diventato il tema di numerosi romanzi, scritti da giovani spesso disoccupati. Specialmente negli ultimi anni è possibile notare questa protesta contro i contratti di lavoro flessibili. Vale la pena menzionare i recenti Il mondo deve sapere (Murgia), Generazione mille euro (Incorvaia, Rimassa), ma anche l’ormai classico Tutti giù per terra (Culicchia). L’aspetto letterario è stato arricchito dalle teorie dei più importanti sociologi di questa materia, come Zygmunt Bauman, Richard Sennett, Ulrich Beck o Anthony Giddens per offrire un quadro d’insieme della contemporanea condizione lavorativa dei giovani, unendo la teoria a reali esperienze.

6

Strategie regulacji emocji i inklinacja autonarracyjna a efektywność zawodowa

48%

Jaroszewska M.

Ogrody Nauk i Sztuk

|

2014

|

issue 4

252-256

PL

Celem niniejszego artykułu jest przedstawienie związków pomiędzy strategią regulacji emocji i inklinacją autonarracyjną, a efektywnością zawodową, ze szczególnym uwzględnieniem wyników przeprowadzonego badania korelacyjnego. Badaniem objęci zostali konsultanci call center, których zadania zawodowe wymagają sprawnego radzenia sobie z sytuacjami emocjonalnie trudnymi. Uzyskane wyniki pozwalają przypuszczać, że tłumienie emocji wpływa negatywnie na poziom wykonywanych zadań.

EN

The present paper discusses some of the research fi ndings about relationships between emotion regulation strategies, narrative inclination and job performance. The article presents the data from the study conducted among call centre agents working in environment that involves high skills in coping with emotions. The data indicate a negative correlation between suppression and job performance.

Refine search results

2 Prace Naukowe Uniwersytetu Ekonomicznego we Wrocławiu

1 Business and Economic Horizons

1 International Journal of Occupational Medicine and Environmental Health

1 Italica Wratislaviensia

1 Ogrody Nauk i Sztuk

1 Beck-Krala E.

1 Bey A.

1 Campo P.

1 Ducourneau J.

1 Hamurcu A.

1 Hoffmann C.

1 Işık M.

1 Jaroszewska M.

1 Mifsud Q.

1 Mouzé-Amady M.

1 Olszak-Dyk E.

1 Parietti-Winkler C.

1 Stasiak P.

1 Stańczyk I.

1 Thomas A.

1 Venet T.

1 2023

1 2018

2 2017