Modeling Job Satisfaction among Call Center Agents: Ordinal Regression Model

Abstract

Job satisfaction in call centers offers a multi-disciplinary approach covenng such disciplines as Operations Research and Management, Mathematics and Statistics, Forecasting and Modeling, Industrial Engineering, Information Technology, Human Resource Management, Psychology, and Sociology. In Mathematics and Statistics context, researchers focuses on efficient call center operation and optimal staffing using mathematical modeling and queuing theory. Call centers are identified by a variety of names: contact center, customer service center, customer interaction center, and call center. A call center is basically a communications link between a company and its customers. It is through the call center that customers give feedback on products and services, the network and suggestions on what can be improved as well as appreciation for the service provided as a company. This study expands the use of statistical models - Ordinal Regression Models to an extensive spectrum of thoughts and links various factors affecting job satisfaction. The researcher investigated the relationship between job satisfaction and factors leading to job dissatisfaction. The study found that there many factors affecting job satisfaction among employee on call centers these are communications within the organization, relationship with coworkers, benefit package which are equitable, salary increase and supervision in the organization, recognition through promotion ,fair payment for the work, reward given to employee and sense of pride in doing my job.