Department of Management, University of Otago Dunedin, New Zealand ; Network for Empowerment and Well-Being Gothenburg, Sweden.
Network for Empowerment and Well-Being Gothenburg, Sweden ; Department of Psychology, University of Gothenburg Gothenburg, Sweden.
Front Psychol. 2014 Jun 23;5:497. doi: 10.3389/fpsyg.2014.00497. eCollection 2014.
Performance monitoring might have an adverse influence on call center agents' well-being. We investigate how performance, over a 6-month period, is related to agents' perceptions of their learning climate, character strengths, well-being (subjective and psychological), and physical activity.
Agents (N = 135) self-reported perception of the learning climate (Learning Climate Questionnaire), character strengths (Values In Action Inventory Short Version), well-being (Positive Affect, Negative Affect Schedule, Satisfaction With Life Scale, Psychological Well-Being Scales Short Version), and how often/intensively they engaged in physical activity. Performance, "time on the phone," was monitored for 6 consecutive months by the same system handling the calls.
Performance was positively related to having opportunities to develop, the character strengths clusters of Wisdom and Knowledge (e.g., curiosity for learning, perspective) and Temperance (e.g., having self-control, being prudent, humble, and modest), and exercise frequency. Performance was negatively related to the sense of autonomy and responsibility, contentedness, the character strengths clusters of Humanity and Love (e.g., helping others, cooperation) and Justice (e.g., affiliation, fairness, leadership), positive affect, life satisfaction and exercise Intensity.
Call centers may need to create opportunities to develop to increase agents' performance and focus on individual differences in the recruitment and selection of agents to prevent future shortcomings or worker dissatisfaction. Nevertheless, performance measurement in call centers may need to include other aspects that are more attuned with different character strengths. After all, allowing individuals to put their strengths at work should empower the individual and at the end the organization itself. Finally, physical activity enhancement programs might offer considerable positive work outcomes.
绩效监控可能会对呼叫中心代理的幸福感产生不利影响。我们研究了在 6 个月的时间内，绩效如何与代理对学习氛围、性格优势、幸福感（主观和心理）和身体活动的感知相关。
代理（N=135）自我报告对学习氛围（学习氛围问卷）、性格优势（行动价值观清单短版）、幸福感（积极情绪、消极情绪量表、生活满意度量表、心理幸福感量表短版）以及他们进行身体活动的频率/强度的感知。绩效“电话时长”通过相同的系统连续 6 个月进行监控。
绩效与发展机会、智慧和知识（例如，学习好奇心、视角）和节制（例如，自我控制、谨慎、谦虚和适度）性格优势集群以及锻炼频率呈正相关。绩效与自主性和责任感、满足感、人性和爱（例如，帮助他人、合作）和正义（例如，归属、公平、领导力）性格优势集群、积极情绪、生活满意度和锻炼强度呈负相关。
呼叫中心可能需要创造发展机会，以提高代理的绩效，并在招聘和选拔代理时注重个体差异，以防止未来出现缺陷或员工不满。然而，呼叫中心的绩效评估可能需要包括其他更符合不同性格优势的方面。毕竟，让个人发挥自己的优势应该赋予个人权力，最终赋予组织本身权力。最后，增强身体活动的计划可能会带来相当多的积极工作成果。
