Akademik Veri Yönetim Sistemi
JOURNAL OF STRATEGIC AND SOCIAL RESEARCHES /STRATEJİK VE SOSYAL ARAŞTIRMALAR DERGİSİ SSAD, cilt.6, sa.2, ss.539-549, 2022 (Hakemli Dergi)
Abstract: Call center activities carry the functions of planning, supervision and controling duetothe nature of the
work. At thispoint, especially the commitment and permanence of the personel are directly related with the customer
satisfaction and the sustainability of the corporate success. The seemployees, who are obliged toestablishone-to-one
and regular relations with customers, could wearoutover time and may experience exhaustion. In this whol eprocess,
which starts witht hedecision of communication witht he customeror the institution with communication viaany
communication channel, especially the telephone; call center service activitiessuch as promotion, information,
reservation, sales, marketing and supportare one-to-one service functions between employees and customers.
Duetothe nature of the job description madeduring the fulfillment of this function, it is inevitable that a stressful work
environment will ocur with the work loadan difnecessary precautionsare not taken, burnout will be experienced.
Burnout has negative and costly consequences, including leaving the job. Theaim of this study is toinvestigate
whether there will be decreases in the burnout levels of call center employees whos ecommitment is increased. With
in thes cope of there search, a theoretical model was createdand there lationship between affective commitment and
burnout in the call center sector was examined. To test the hypothesis, 850 people working in call centers operating in
IstanbulandAnatolianprovincesweresurveyed. Theparticipants' responseswerestatisticallyanalyzed, and it was seen
that the hypothesis was supported. Accordingly, there is a negative relationship between affective commitment and
burnout.
Keywords: Commitment, Burnout, Call Center Sector.