Calling on Compensation in Australian Call Centres

2003 ◽  
Vol 9 (3) ◽  
pp. 62-76
Author(s):  
Gary Crone ◽  
Lorraine Carey ◽  
Peter Dowling
Keyword(s):  
Customer Service ◽  
Negative Correlation ◽  
Employee Performance ◽  
Empirical Studies ◽  
Significant Negative Correlation ◽  
Telephone Call ◽  
Call Centre ◽  
Full Time ◽  
Call Centres ◽  
Significant Difference

ABSTRACTWhile there is a growing body of research on telephone call centre management in the U.K. and the U.S.A., empirical studies in Australia are at an embryonic stage. To date, most of the studies have focussed on the management of employee performance. The principal aim of this study was to provide data on current compensation practices in Australian call centres and to determine the extent of their strategic and best-practice orientation. A second aim was to explore whether the strategic management of compensation can help to balance the tension between commitment to customer service and commitment to employee motivation.Using data collected through a mail questionnaire survey of telephone call centres operating in a range of industries in Australia, the paper explores the effect of compensation practices on employee performance, absenteeism and turnover. Following a review of the literature on call centre management and the literature on compensation strategies, the findings are presented. Key findings include: a) a significant negative correlation between annual salary and the number of calls handled by full-time customer service representatives (CSRs); b) a significant positive correlation between casual CSRs' pay rates and turnover; c) a significant negative correlation between full-time CSRs' pay and absenteeism; d) a highly significant difference between the compensation strategies currently practiced in Australian call centres and the strategies call centre managers think should be practiced and e) Australian call centre managers report their compensation strategies are not very effective in increasing performance or employee satisfaction.

Calling on Compensation in Australian Call Centres

2003 ◽  
Vol 9 (3) ◽  
pp. 62-76 ◽  
Author(s):  
Gary Crone ◽  
Lorraine Carey ◽  
Peter Dowling
Keyword(s):  
Customer Service ◽  
Negative Correlation ◽  
Employee Performance ◽  
Empirical Studies ◽  
Significant Negative Correlation ◽  
Telephone Call ◽  
Call Centre ◽  
Full Time ◽  
Call Centres ◽  
Significant Difference

ABSTRACTWhile there is a growing body of research on telephone call centre management in the U.K. and the U.S.A., empirical studies in Australia are at an embryonic stage. To date, most of the studies have focussed on the management of employee performance. The principal aim of this study was to provide data on current compensation practices in Australian call centres and to determine the extent of their strategic and best-practice orientation. A second aim was to explore whether the strategic management of compensation can help to balance the tension between commitment to customer service and commitment to employee motivation.Using data collected through a mail questionnaire survey of telephone call centres operating in a range of industries in Australia, the paper explores the effect of compensation practices on employee performance, absenteeism and turnover. Following a review of the literature on call centre management and the literature on compensation strategies, the findings are presented. Key findings include: a) a significant negative correlation between annual salary and the number of calls handled by full-time customer service representatives (CSRs); b) a significant positive correlation between casual CSRs' pay rates and turnover; c) a significant negative correlation between full-time CSRs' pay and absenteeism; d) a highly significant difference between the compensation strategies currently practiced in Australian call centres and the strategies call centre managers think should be practiced and e) Australian call centre managers report their compensation strategies are not very effective in increasing performance or employee satisfaction.

scholarly journals Effect of Stress due to COVID-19 Pandemic on Time Management Skills among University Professionals

2021 ◽  
Author(s):  
Manjunatha BK Goud ◽  
Tarig H Merghani ◽  
Joan Bryant Kumar ◽  
Laxminarayana Kurady Bairy
Keyword(s):  
Stress Level ◽  
Negative Correlation ◽  
Time Management ◽  
Significant Negative Correlation ◽  
Full Time ◽  
Years Of Experience ◽  
Management Skills ◽  
Faculty Work ◽  
Cross Sectional ◽  
Job Experience

Introduction: Time management skills are necessary for professionals to accomplish their goals and succeed in their career. The recent changes in the educational environment that were caused by the Coronavirus Disease 2019 (COVID-19) could be stressful and might affect the structure of faculty work. Aim: To evaluate the stress level among university personnel during the COVID-19 outbreak and its relation to their time management skills. Materials and Methods: A cross-sectional web-based survey was conducted on a sample of 56 university professionals. Each participant filled a google form questionnaire consisting of Perceived Stress Scale (PSS) and Time Management Scale (TMS). The results were analysed using the Statistical Package for the Social Sciences (SPSS) version 20.0. Results: A total of 56 responses were received from full-time faculty and staff with 60% response rate. The overall PSS (mean±SD) was 15.29±7.13, indicating a low level of stress among the professionals. The mean TMS of 37.98±7.63 indicates an average time management skills. Significant negative correlation was found between PSS and TMS (r=-0.371, p=0.005). A positive correlation was found between TMS and years of experience (r=0.278, p=0.038). Both PSS and TMS had insignificant association with age, gender and years of experience. Conclusion: The stress level during the COVID-19 outbreak is relatively low among the University professionals. The TMS has a negative correlation with the PSS; however, it improves with the increase in years of job experience.

scholarly journals Yield and Safety of Transjugular Versus Percutaneous Liver Biopsies in Suspected Cases of Diffuse Liver Disease and Correlation of Yield of Transjugular Liver Biopsy with Hepatic Venous Pressure Gradient

2020 ◽  
Author(s):  
Mousam Dey ◽  
Simi Das ◽  
Argha Chatterjee ◽  
Agnibha Dutta ◽  
Ranajoy Ghosh ◽  
...  
Keyword(s):  
Liver Biopsy ◽  
Pressure Gradient ◽  
Negative Correlation ◽  
Diagnostic Yield ◽  
Venous Pressure ◽  
Major Complication ◽  
Significant Negative Correlation ◽  
Hepatic Venous Pressure Gradient ◽  
Transjugular Liver Biopsy ◽  
Significant Difference

Abstract Background Liver biopsy is indicated in both diagnosis and prognosis of diffuse liver diseases. Conventionally, percutaneous liver biopsy (PLB) is used, as it is easily available, affordable and has a shorter procedure time, whereas transjugular liver biopsy (TJLB) is used in the setting of ascites and coagulopathy. Our aim is to evaluate the diagnostic yield of TJLB in comparison to PLB with tract embolization. Our secondary aims were to evaluate whether there is any difference in rate of major and minor complications between the two procedures and evaluate whether there is any correlation between diagnostic yield of TJLB and hepatic venous pressure gradient (HVPG). Methods In this retrospective study, we included a total of consecutive 123 patients who underwent liver biopsy through percutaneous (n = 97) and transjugular route (n = 26). We compared the yield of the specimen based on the number of complete portal tracts (CPT). Results There was no significant difference between mean CPT in TJLB and PLB specimens (mean CPT of TJLB and PLB were 10.9 ± 2.7 and 11.6 ±2.5, respectively [p = 0.566]). There was a moderate but significant negative correlation between the total number of CPT and HVPG in the TJLB group (Spearman’s rho − 0.58) (p = 0.002). There was no statistically significant difference in minor complication between the two procedures. Only one patient who underwent PLB developed major complication and none of TLJB procedure had any major complication. Conclusion Yield of tissue and complication rates are comparable in TJLB and PLB groups. Yield of tissue in TJLB have intermediate but significant negative correlation with HVPG.

scholarly journals Calcitriol Elevation Is Associated with a Higher Risk of Refractory Hypercalcemia of Malignancy in Solid Tumors

2019 ◽  
Vol 105 (4) ◽  
pp. e1115-e1123 ◽  
Author(s):  
Tariq Chukir ◽  
Yi Liu ◽  
Katherine Hoffman ◽  
John P Bilezikian ◽  
Azeez Farooki
Keyword(s):  
Solid Tumors ◽  
Negative Correlation ◽  
Response Rate ◽  
Retrospective Chart Review ◽  
Significant Negative Correlation ◽  
Hematologic Malignancies ◽  
Antiresorptive Therapy ◽  
Hypercalcemia Of Malignancy ◽  
Metastatic Lesions ◽  
Significant Difference

Abstract Background Hypercalcemia of malignancy (HCM) is a common complication of advanced cancer. PTH-independent HCM may be mediated through different mechanisms: (1) humoral HCM, caused by the secretion of PTH-related peptide (PTHrP), (2) local osteolysis resulting from metastatic lesions, and (3) calcitriol-mediated hypercalcemia. Calcitriol-mediated HCM in patients with nonlymphomatous solid tumors is thought to be rare. Methods We performed a retrospective chart review from 2008 to 2017 to characterize further patients at our institution with solid tumors who had HCM with concomitant elevations in calcitriol. Patients with PTH-dependent hypercalcemia and patients with evidence of granulomatous disease were excluded, as were patients with hematologic malignancies. We hypothesized that patients with HCM and elevated calcitriol levels would respond less favorably to treatment with antiresorptive therapy compared with patients with HCM but without calcitriol elevation. We also aimed to assess mortality and determine if PTHrP and phosphorus levels correlate with calcitriol because both factors may alter calcitriol levels. Results Of 101 eligible patients, calcitriol was elevated in 45 (45%). PTHrP was elevated in 76% of patients with elevated calcitriol compared with 52% of patients without calcitriol elevation. The mean PTHrP value did not differ between patients with HCM and elevated calcitriol (36.3 ± 22 pg/mL) and those without calcitriol elevation (37.4 ± 19 pg/mL). Those with elevated calcitriol levels generally did not respond completely to antiresorptive treatment (80% incomplete response rate), whereas most patients without an elevation in calcitriol responded well to antiresorptive treatment (78% response rate: P < .001). There was no significant difference in the percentage of patients with metastatic bone disease among the 2 groups (49% vs. 55%, respectively). There was no difference in mortality between the 2 groups (P = .14). A weak but significant negative correlation was found between phosphorus and calcitriol (Pearson r = -0.261, P = .016). This correlation was only significant in patients without calcitriol elevation (Pearson r = -0.4, P = .0082). Also, a significant negative correlation was found between PTHrP and phosphorus, again only in patients without calcitriol elevation. Discussion In the setting of HCM, patients with calcitriol elevation are much less likely to respond to antiresorptive therapy than patients without calcitriol elevation. Because calcitriol elevation did not appear to be correlated with hypophosphatemia or elevated PTHrP, it would appear that calcitriol production under these conditions is autonomous, and not subject to normal physiological controls. These observations indicate that calcitriol elevations in patients with HCM have clinical significance.

Do They Always Have Wounded Selves: Moderating Impact of Job-worth on Burnout and Self-worth of Indian Call Centre Employees

2017 ◽  
Vol 4 (1) ◽  
pp. 1-20
Author(s):  
Tuheena Mukherjee ◽  
Kanika T. Bhal
Keyword(s):  
Customer Service ◽  
Negative Impact ◽  
Psychological Impact ◽  
Call Centre ◽  
Call Centres ◽  
Self And Identity ◽  
Self Worth ◽  
Customer Service Representatives ◽  
The Impact ◽  
The Relationship

Numerous researches in call centres indicate the negative psychological impact in the form of burnout experiences of the customer service representatives. The present study argues that burnout experiences do not always have a negative impact on the employee’s self-worth. The relationship is, instead, moderated by the impact of job-worth, which acts as a potential individual resource. The results of the present study conducted on 312 call centre representatives partially confirm our hypotheses. Results indicate that representatives who have high job-worth maintain their self-worth, even when emotionally exhausted. The results also show that employees possessing high job-worth, even with low personal accomplishments on their jobs, maintain their self-worth. We discuss the findings in the Indian call centre context from the perspective of self and identity literature and provide broader implications for practice and research.

Eye-Head Coordination during Optokinetic Stimulation in Squirrel Monkeys

1981 ◽  
Vol 90 (1) ◽  
pp. 85-88 ◽  
Author(s):  
Takeshi Kubo ◽  
David W. Jensen ◽  
Makoto Igarashi ◽  
Jerry L. Homick
Keyword(s):  
Statistical Analysis ◽  
Eye Movements ◽  
Negative Correlation ◽  
Guinea Pigs ◽  
Significant Negative Correlation ◽  
Squirrel Monkeys ◽  
Slow Phase ◽  
Optokinetic Stimulation ◽  
The Gaze ◽  
Significant Difference

Head and eye movements in the yaw plane were recorded during and after optokinetic stimulation in squirrel monkeys. 1) Phasic or tonic head deviations to the side of the ocular quick phase occurred in 94% of total recordings (n = 50) during the perstimulus period, and in 75% of recordings (n = 49) during the poststimulus period. Magnitude of mean head deviation was significantly different between perstimulus and poststimulus periods. 2) Head nystagmus associated with eye nystagmus was consistently observed in seven of nine squirrel monkeys during optokinetic stimulation. Squirrel monkeys are thereby less prone to display head nystagmus than either guinea pigs, pigeons or chickens. 3) Slow phase speeds of coupled head and eye nystagmus were subjected to statistical analysis. A highly significant negative correlation was found between slow phase head and eye speeds. The correlation coefficient was −0.81 at 60°/sec stimulus (n = 119) and −0.72 at 100°/sec stimulus (n = 131). The gaze speed, calculated by summing the head and eye speeds, was 59.1 ± 6.8/sec at 60°/sec and 92.2 ± 11.4 at 100°/sec stimulus. There was no significant difference between the gaze speed in a free head condition and the eye speed when the head was fixed.

scholarly journals Co-creating customer experience through call centre interaction: Interactional achievement and professional face

2018 ◽  
Vol 14 (2) ◽  
pp. 257-277 ◽  
Author(s):  
Piotr Jagodziński ◽  
Dawn Archer
Keyword(s):  
Customer Service ◽  
Service Providers ◽  
Customer Experience ◽  
Call Centre ◽  
Frontline Employees ◽  
Holistic Treatment ◽  
Call Centres ◽  
The Way

Abstract Many customer service institutions draw on the (argued over) notion of “customer experience”. Gentile et al. (2007) suggest that, at an optimum, the notion assumes a thinking and feeling customer who co-creates their customer experience together with the service providing institution. This co-creation is believed to comprise interactional involvement, personalization and the holistic treatment of the customer’s needs. Given the latter, we might expect service providers, such as call centres, to view language as a vital means of creating an experience with the customer. The extant linguistic call centre research, including our own, points to the fact that call centre institutions view language as fundamental to their functioning. However, heavy language regulation tends to be the most important - if not the only - means of achieving outstanding customer experience (Cameron 2000; Jagodziński 2013; Archer and Jagodziński 2015). There is a clear mismatch, then, between the tenets of customer experience and the way language is conceptualized, interactionally managed and regulated. Throughout this paper, we argue that the co-creation of customer experience must be accompanied by its linguistic co-construction, which can only be achieved by giving frontline employees more interactional freedom than they tend to have in practice.

scholarly journals Enhanced Customer Interactions through Customer-Centric Technology within a Call Centre

2019 ◽  
Vol 11 (2(J)) ◽  
pp. 79-91
Author(s):  
Devina Oodith
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Simple Random Sampling ◽  
Customer Experience ◽  
Ease Of Use ◽  
Call Centre ◽  
Call Centres ◽  
Self Help ◽  
Public Sector Service ◽  
Sector Service

Customer call centres have become a critical form of service delivery for many organisations hence technological innovations serve as a critical point of contact between the organisation and its customers and can assist in raising the stakes in businesses in terms of customer service delivery (Burgess & Connell, 2004). According to the 2017 Global Customer Experience Benchmarking Report technology has been the number one enabler to positively enhance customer service experience in the last 5 years (Business Tech, 2017). Customers have become so empowered that they expect to have flexibility to contact a business however they choose; either via a telephone, email or Facebook. The key to ensuring satisfaction though is system’s efficiency and ease of use. This study was undertaken in EThekwini (Durban), South Africa and was directed within a Public Sector service environment comprising of four major call centres employing a total of 240 call centre agents. Using simple random sampling, 220 customers were drawn from all consumers subscribing to e-billing in EThekwini (Durban). Data for the customer sample was collected using a precoded, self-developed questionnaire whose psychometric properties were statistically determined. Data was analyzed using descriptive and inferential statistics. The results specify that in terms of customers’ perceptions of the influence of technology, on call centre effectiveness the majority of the customers found it challenging to use the technology and to understand the self-help options that were provided to them by the call centre. There were problems encountered with logging in customer queries and complaints and most customers were dissatisfied with their overall customer experience. Based on the results of the study recommendations have been made to manage the interactions between the customers and call centre’s more proficiently and powerfully.

scholarly journals HEAVY METALS POLLUTION OF WHEAT FIELDS (SOIL AND LEAVES) SAMPLED FROM BASRAH AND MAYSAN PROVINCES

2020 ◽  
Vol 17 (35) ◽  
pp. 315-326
Author(s):  
Qusai Hattab MADHI ◽  
Mohammed Hamza ABASS ◽  
Abdulnabi Abdul Ameer MATROOD
Keyword(s):  
Heavy Metals ◽  
Soil Ph ◽  
Negative Correlation ◽  
Agricultural Soils ◽  
Significant Negative Correlation ◽  
Soil Characteristics ◽  
Lead Content ◽  
Significant Difference ◽  
Heavy Metals Pollution ◽  
Wheat Leaves

This study was conducted to estimate the level of some heavy metals, mainly Lead (Pb), cadmium (Cd), chromium (Cr) and cobalt (Co) in the soil and wheat leaves of some wheat fields in Basra and Maysan province; the sampling areas were Al-Qurna, Al-Madinah, Al-Amara, Kumit, Ali Al-Sharqi, and Ali Al-Gharbi. It was performed the analysis using the Flame Atomic Spectrophotometer. The results indicated an increase in the concentrations of above mentioned these heavy metals in all examined areas; the levels in agricultural soils were found to be exceeding the internationally permissible limits according to EU-2000 standards, the highest levels of pollution were observed at Al- Qurna site with significant differences than other sites for both available and total HMs concentrations in soils. Indicating that the arrangement of the metals according to their available concentrations in the analyzed soil was as follows: lead (21.32 )˃ cobalt (14.63) ˃ chromium (11.06) ˃ cadmium (1.15) as mg/Kg of soil. Additionally, results showed that the highest lead content in the wheat leaves was examined in the Qurna fields (0.175 mg/kg), followed by Amara with a concentration of 0.136 mg/kg. The lowest concentration of lead was observed in wheat leaves in the Kumit fields (0.007 mg/kg). In terms of Cd concentration in wheat leaves, the highest level was observed in Al-Qurna, with a significant difference from other fields, reaching 0.009 mg/kg. The lowest concentration of this HM was recorded in Ali Al-Gharbi, which reached 0.002 mg/kg. The results of the correlation between the available concentration of heavy metals elements and soil characteristics revealed a significant correlation between the soil pH and lead, cadmium, and chromium available concentrations, whereas no correlation with cobalt and a significant correlation between soil EC and lead was observed and a highly significant negative correlation with the cobalt. Results proved the high levels of pollution in all examined areas in Basra and Maysan provinces.

scholarly journals A Sense of Harassment and its Relationship to the Level of Professional Educational Adjustment among a Sample of Employees in the Directorate of Education in Damascus

2017 ◽  
Vol 11 (2) ◽  
pp. 278
Author(s):  
Raghdaa A. Naiseh
Keyword(s):  
Negative Correlation ◽  
Analytical Approach ◽  
Significant Negative Correlation ◽  
Female Workers ◽  
Significant Difference ◽  
Government Education ◽  
Institutional Sector ◽  
Males And Females ◽  
Level Of Significance ◽  
The Relationship

The study aimed to identify the level of a sense of harassment among a sample of workers and institutional sector of government education. It defines the professional level of compatibility among a sample of workers in farming Damascus Directorate. And the study of the relationship between the sense of harassment and professional compatibility among a sample of workers in farming Damascus Directorate. And to identify the level of significance of differences in the answers to the study sample the sense of harassment and scale professional compatibility scale according to the variables of the study: (sex, and marital status), and has been relying on the descriptive and analytical approach, and used two tools of the study: a sense of harassment measure, and the measure of professional compatibility, and amounted to a sample study (144) factor and running in working in the farming Damascus Directorate. Among the most important findings of the study were: The level of the sense of harassment among workers in the Directorate of Education in Damascus was moderate; the professional level of compatibility among workers in the Directorate of Education in Damascus was moderate; a statistically significant negative correlation between the sense of harassment and the professional compatibility; the presence of statistically significant difference between males and females on the sense of harassment and in favor of male workers; a statistically significant difference between the average of married and non-married on harassment and in favor of non-married employees; a statistically significant difference between the average of males and females on the compatibility and in favor of female workers. There was no statistically significant difference between the average married and non-married on the compatibility scal

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