More than a script puppet: understanding work related stress & attrition in interactive service work in call centers

This paper explores the work related aspects of interactive service workers (Call Center Service Representatives) working in call centers and the stress originating from on the job work situations and service agents need for their career growth and development. An attempt is also made to understand call centre service representatives’ intention to stay in interactive service work- ‘Attrition’.

In addition the interaction effect of work related factors causing stress and attrition are also explored. Results of the Confirmatory Multivariate Analysis validate that communication & information flow is the strongest predictor of the attrition, followed by stress and dilemma, with training as third strongest predictor and rewards and recognition as the fourth strong predictor of Attrition within Call Centers.

It concludes that the interactive service work will continue to be globalized, as a result, issues of call center work pressures and related attrition will increasingly surface within interactive service work.