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All Journal Interdisciplinary Social Studies
Fulaedzah, Indah Asrin
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Environmental Science Languange, Linguistic, Communication & Media Public Health Social Sciences

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Burnout on Contact Center: A Literature Review Fulaedzah, Indah Asrin
Interdisciplinary Social Studies Vol. 1 No. 4 (2022): Reguler Issue
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/iss.v1i4.82

Abstract

Background: The use of contact centers is considered the most effective way to love relationships with customers. Contact centers are proven to improve service to customers and reduce operational costs. On the other hand, high pressure causes contact center employees to be vulnerable to burnout.Aim: This study aims to find out what factors can cause burnout. The method used is review literature.Method: The researcher implemented a systematic review. The articles used in this study was obtained from the website of scientific database providers google schoolar and ScienceDirect using keyword burnout, contact centers, contact centers, call centers, call centers. Article inclusion criteria are journals or fulltext open access articles published in 2016-2021 and produce 8 articles.Findings: The results of this review obtained factors that can cause burnout in contact center employees in general consist of sociodemographic factors, internal factors and external factors such as age, gender, emotional intelligent, mindfulness, characteristics, responsibilities, and workload, as well as conflicts that employees have.
Employee Engagement Mediating Self Efficacy and Quality of Work Life on Contact Center’s Burnout Fulaedzah, Indah Asrin; Tjahjono, Heru Kurnianto; DA, Meika Kurnia Puji Rahayu
Interdisciplinary Social Studies Vol. 1 No. 7 (2022): Special Issue
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/iss.v1i7.171

Abstract

Background: In the industrial revolution 4.0, there was a disruption of technology and innovation that led to major changes across the industrial sector and the service sector. The use of increasingly massive technology in various aspects gave rise to a new form of customer service that is systemized and integrated centrally or also referred to as a contact center (CC). Aim: The objective of this study is to test and analyze the role of employee engagement mediation in the influence of self efficacy and quality of work life (QWL) on burnout in contact centers (CC). Method: This study is a quantitative study with the research subject being a CC employee at one of the life insurance companies in Indonesia with as many as 137 respondents. Data analysis techniques use Structural Equation Modelling (SEM) with the help of AMOS applications. Findings: The results showed that the role of employee engagement in mediating the effect of self-efficacy on burnout was significant.
Co-Authors DA, Meika Kurnia Puji Rahayu Heru Kurnianto Tjahjono