Assessment of organizational climate and job satisfaction of customer service representatives

Abstract

Customer Service Representatives (CSRs) had to perform simple and repetitive tasks, but in fact, they are in-charge of highly complex activities. Organisations are designed for individual tasks, but activities actually require team and collaboration, and people are not supported when doing their work either by technology or by the organisation. Technologies are difficult to access and to use. The organisation stops people building up organisational memories and sharing them; sharing knowledge is simply episodic. Call centres make it difficult to learn. The present study conducted with the objective to assess the satisfaction of the customer service representatives through organizational climate inventory and job satisfaction scale. Nearly half of CSRs (46.67%) were not satisfied with their current position as it was not the best method to achieve their goals and dreams. More than half of the CSRs (56.67%) were moderately satisfied with their job, followed by 30.83 percent of the CSRs who falls under the satisfied category. Only 9.17 percent were found CSRs were highly satisfied with their current job and did not want to change their job. Regarding the climate of the call center 46.67 percents CSRs reported that the organization climate was of medium category. Majority of the CSRs (72.50%) reported for high level of communication flow. Except this most of the CSRs (75.83%) notified that the reward system of their organization was of medium level. while 55.83 CSRs felt that the support system of their organization was high. High level of warmth in the organization was felt by the 46.67 percent. Majority of the respondents were facing identity problem in their organization. It was found that most of the CSRs were not very satisfied with their current job and also the organisational climate was of medium level.