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AbstractOrganisations can benefit from contact centres because they reduce the cost of
functions and extend and improve service to customers; but do contact centres benefit
an employee? A contact centre can be a stressful and demanding environment for an
employee. The objective of this study was to establish the level of employee wellness
in a contact centre within an open and distance learning (ODL) institution, from a
sample of 102 of 138 employees working in the contact centre of an ODL university.
The assessment was voluntary and the completed assessments provided for expert
information with regard to the experiences of employees. The results indicate that
there is an imbalance between job demands and job resources. There is also a
concern with regard to the psychological conditions which negatively impact on the
employees’ work and life outcomes. There is also severe pressure at this institution’s
contact centre especially with regard to the availability of job resources which makes
it difficult for employees to function optimally.
Human Resource Management
Grobler, A., Joubert, Y.T. & Van Niekerk, A. (2014). Employee Wellness in an ODL institutional contact centre. Progressio, 36(1): 53- 66