A Study of Job Satisfaction in a Call Centre with Special Reference to Pune in India
The purpose of this paper is to examine the significance of job satisfaction in call centre on employees. The approach implemented in this study was a quantitative research. This was conducted via self-designed questionnaire, based on critical analysis of the literature available on Job satisfaction in call centres. The findings suggest that high stress, odd working time, and work environment have a negative impact on employees’ job satisfaction. Health issues are created in the call centres. Although there have been many works presented on call centres over the years and the sector has matured, the business still seems to struggle with similar problems. In the wake of social media and other communication channels, call centres might have to go through changes. In order to progress managers must understand the value of their employee and their impact on the customer. The findings of this paper may contribute to employee or a manager working in the call centre environment who is interested in transforming their centres into customer contact centres, and improving circumstances for employees and customers. The research may also contribute the already existing literature.
 Christer Strandberg & Olof Wahlberg. (2007). All call centres are not electronic sweatshops. The Journal of E-working, 1, 116-136.
 Cooper, S. (2006). Business research methods. (9th ed.). Tata McGraw Hill.
 Ernesto Noronha & Premilla D' Cruz. (2006). Organizing call centre agents: Emerging issues. Economic and Political Weeekly, 2115-2121.
 Garry Dessler & Biju Varkkey. (2009). Human resource management. New Delhi: Dorling Kindersley (India)Pvt. Ltd.
 K.Aswathappa. (2010). Human resource management. New Delhi: Tata McGraw Hill.
 Kalarani. (2011). Job Satisfaction and Organizational commitment of employees in the IT industry of Kerala. Available at:
 Kode Ruyter, Martin Wetzels, & Richard Feinberg. (2001). Role stress in call centers: Its effect on employee performance and satisfaction. Journal of Interactive Marketing, 15(2), 23-35.
 Lewig K. A. & Dollard M.F. (2003). Emotional dissonance, emotional exhaustion and job satisfaction in call centre workers. European Journal of Work and Organizational Psychology, 12(4), 366-392.
 McMillian, D. C. (2006). Outsourcing identities- Call centers and cultural transformation in India. Economics and Political Weekly, 41(03), 235-241.
 N., C.T. (2001). Human resource management. New Delhi: Dhanpat Rai & Co. Pvt. Ltd.
 Nargundkar. (2008). Marketing research. (3rd ed.). New Delhi, India: Tata McGraw Hill.
 P.G.Aquinas. (2006). Human resource management. (1st ed.). India: Vikas Publishing House Pvt. Ltd.
 P.SubbaRao. 92007). Personal and human resource management. (7th ed.). India: Himalaya Publishing House.
 Panneereselvam, R. (2007). Research methodology. (5th Printing). India: Pentice-hall of India Private Ltd.
 Preeti Singh & Anu Pandey. (2005). Women in Call Centers. Economic and Political Weekly, 40(7), 684-688.
 Rawat, S. (2010-11). Job satisfaction among the emplyees of call centres. Lucknow University.
 Setback for BPO industry: Nasscom. (2007). Times of India. Available at: https://timesofindia.indiatimes.com/city/pune/Setback-for-BPO-industry-Nasscom/articleshow/2515973.cms.
 Sudhashree, V. P. Rohit, & Shrinivas K. (2005). Issues and concerns of health among the call centre employees . The Indian Journal of Occupational and Environmental Medicine, 9(3), 129-132.
 Labach, E. (2010). Improving customer retention through service quality at call centres. International Journal of Management and Information System 14(3), 71-76.
 http://www.wikipedia.org/wiki/Call_ centre.