Customer Facing Workers - Call Centre Staff in Banks

The work satisfaction of bank call centre staff was the focus of research we conducted in Auckland at three large bank call centres. Although the contexts have changed a bit since this research was published the problems that the research outlined are very common still; call centre workers are under work intensification pressures and want to do work that is meaningful; for many of the call centre workers we interviewed, this included being able to resolve customer problems from beginning to end. Staff felt invested in ensuring customer problems were resolved and if the technology didn't enable them to do this, they felt frustrated. That said, New Zealand call centre staff in banks were relatively satisfied compared to their overseas counterparts.


You can find the full paper here: Sayers, J., Barney, A., Page. C. & Naidoo, K. (2002). 'A provisional“thumbs up” to New Zealand bank call centres'.University of Auckland Business Review, 5, 1: 2-12.