The Relationship Between Commitment and Burnout in the Service Sector: Example of Call Centers

Abstract

Call center activities carry the functions of planning, supervision and controling due to the nature of the work. At this point, especially the commitment and permanence of the personnel are directly related with the customer satisfaction and the sustainability of the corporate success. These employees, who are obliged to establish one-to-one and regular relations with customers, could wear out over time and may experience exhaustion. In this whole process, which starts with the decision of communication with the customer or the institution with communication via any communication channel, especially the telephone; Call center service activities such as promotion, information, reservation, sales, marketing and support are one-to-one service functions between employees and customers. Due to the nature of the job description made during the fulfillment of this function, it is inevitable that a stressful work environment will occur with the workload and if necessary precautions are not taken, burnout will be experienced. Burnout has negative and costly consequences, including leaving the job. The aim of this study is to investigate whether there will be decreases in the burnout levels of call center employees whose commitment is increased. Within the scope of the research, a theoretical model was created and the relationship between affective commitment and burnout in the call center sector was examined. To test the hypothesis, 850 people working in call centers operating in Istanbul and Anatolian provinces were surveyed. The participants' responses were statistically analyzed, and it was seen that the hypothesis was supported. Accordingly, there is a negative relationship between affective commitment and burnout.