| Summary: | 碩士 === 開南大學 === 觀光運輸學院碩士在職專班 === 102 === In today`s global market place, consumers value customer service above all else. The quality of customer service outweighs all other factors in the mind of today`s global consumers. In short, customer service is everything. The customer`s satisfaction determines the company's sustainability and it`s call center represents the level of service of the corporation itself. It is the customers who will measure the value of the overall quality of service provided by the company through the professionalism of the operators during the service process. Therefore, the performance of the call-center staff will greatly influence the customers' perception of the company's service level.
The customer service staff is the single most important asset that needs to be cultivated. The call-center department belongs to a labor intensive industry.
Moreover, the work of a call center has a 24-hour shift and the operators take turns working on national holidays. Because of the challenge of working in shifts, many call-center agents fail to overcome some of the difficulties involved with their jobs (including lifestyle, physiological and psychological adaptation, etc.), which may cause them to consider quitting their difficult jobs.
Once they have the thought of leaving, the continually triggered emotional problems will lower the employees' job performance and affect the organizational goal of quality service and the overall effectiveness of customer service.
The study used the Hotline 123 customer service personnel from Tauyuan Call Center of C Communication Co. as a subject. And it included personal attributes and shifting systems for a better understanding and exploration of how the current system influences working life satisfaction for call-center operators. The study utilized a survey and questionnaire which was distributed to 70 individuals, of which 50 were successfully completed and returned.
The research results have found that:
1. The work-life satisfaction level of operators from the case company is only 1.5 and it doesn't reach the satisfactory level.
2. The relationships of working life satisfaction:
A. Personal attributes: The personal attributes impact the whole work-life satisfaction level. Only age of the agent has a positive relationship to the employees overall sense of satisfaction and the other aspects of gender, level of education, marital status, service seniority and job functions all have negative relationships.
B. Shift system: The shift system has influence on overall work-life satisfaction, especially as it relates to the frequency of changing shifts and the difficulties involved in planning time off.
3. The analysis of work-life quality and satisfaction:
A. Personal attributes: The female's satisfaction is higher than the male’s, and operators with master degrees are more better contented with their work. As to age, agents aged between 36 and 40 take more pleasure from their jobs and single operators have a higher level of job satisfaction than those who are married. The senior staff has a low level of job satisfaction, making the job retention rate relatively lower. However, the front-line operators are less satisfied with their jobs than those who work in the logistical department.
B. Shift system: A lower frequency of changing shifts results in more satisfaction for the agents. Agents who work less than nine hours a day are more contented with their job and they have the highest satisfactory feelings when they can have fixed time off on Saturday and Sunday.
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