In search of job quality in call centers

Abstract

Purpose

The purpose of this paper is to analyse the actual variability of job quality in Spanish call centers (CCs) and to examine the factors that determine the existence of better quality jobs in this sector.

Design/methodology/approach

Data are collected via survey. The analysis takes place in two stages: First, a standardised index of job quality is generated; second, an ordinary least squares regression analysis is used to evaluate the extent to which the independent variables identified in the literature affect the degree of job quality in CCs.

Findings

There is considerable variability in the quality of jobs in Spanish CCs. This means that the sector cannot be stereotyped as providing either dead‐end or highly professionalized jobs.

Practical implications

Indeed, this variability depends on the type of management model in use and the participation of managers in professional associations/networks. No relationships are found between the strategy followed by the CC and the quality of jobs provided.

Originality/value

One of the main contributions of this paper is the index of job quality it proposes. For management and policy makers, the paper moves the discussion on the sector beyond the importance of CCs as a source of job creation, and considers the type of jobs that are being provided and under which conditions.

Citation

Tatiana Gorjup, M., Valverde, M. and Ryan, G. (2009), "In search of job quality in call centers", Personnel Review, Vol. 38 No. 3, pp. 253-269. https://doi.org/10.1108/00483480910943322