n Ergonomics SA : Journal of the Ergonomics Society of South Africa - Perceptions of electronic performance monitoring and burnout in a South African call centre

Volume 19, Issue 2
  • ISSN : 1010-2728



Much of the Organisational Psychology and Organisational Behaviour literature devoted to the burgeoning phenomenon of call centre work has focused on concerns about the impact that call centre work may have on employee well-being. One of the specific aspects of call centre work which raises such concerns is that of Performance Monitoring. While Performance Monitoring is not unique to call centres, the overt and pervasive nature of Performance Monitoring is considered a distinctly negative aspect of call centre work. This article reports the results of a study which assessed the relationship between different aspects of performance monitoring in call centres and burnout amongst call centre operators (N = 59). In a series of correlation and regression analyses different patterns of relationships were found and the implications of these are discussed.

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