The role of workloads stability in forming the functional state of call centers employees

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Abstract

This paper is devoted to the analysis of workload patterns as a predictor of job stress and boredom in call center operators. 182 call center operators from two large Russian telecommunication companies participated in presented research. According to the job analysis subjects were devoted into two groups: call center employees with constant workload patterns and call center employees with varied workload patterns. The results showed, that call center employees’ job stress manifestations syndromes depends on the job monotony level caused by the workload patterns constancy. The unequal boredom predictors are defined in two examined groups. The only significant predictor in the 1st group (constant workload) is mental satiation. There are complex of significant predictors (actual stress, chronic stress, mental satiation and negative attitude to the work substance) in the 2nd group (variable workload)

General Information

Keywords: human functional state, job stress, workload, job monotony, boredom, call-center

Journal rubric: Psychology of Labor and Engineering Psychology

Article type: scientific article

For citation: Barabanschikova V.V., Epanchintseva A.V. The role of workloads stability in forming the functional state of call centers employees. Eksperimental'naâ psihologiâ = Experimental Psychology (Russia), 2014. Vol. 7, no. 2, pp. 113–127. (In Russ., аbstr. in Engl.)

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Information About the Authors

Valentina V. Barabanschikova, Doctor of Psychology, associate professor, Corresponding Member of the RAE, Head of the Laboratory of Occupational Psychology, Deputy Dean of the Faculty of Psychology for Academic Affairs, Lomonosov Moscow State University, Associate Professor, Department of Organizational Psychology, Institute of Psychoanalysis, Moscow, Russia, e-mail: vvb-msu@bk.ru

Anna V. Epanchintseva, Graduate, Department of Psychology, Lomonosov Moscow State University, Moscow, Russia, Moscow, Russia, e-mail: bitterjoy@yandex.ru

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