Working Conditions and Disengagement in Tunisian Call Centers: An Approach Based on Motivation Theories
Keywords:
Working conditions, motivation, call centers, teleoperators, qualitative researchAbstract
This study explores the impact of working conditions on the motivation of teleoperators in a call center in Nabeul, Tunisia. Faced with the perception of difficult working conditions, often compared to neo-Taylorism, the research aims to analyze how these factors affect employee well-being and engagement. A qualitative methodology was used, based on semi-structured interviews conducted with ten teleoperators. The results show that factors such as excessive workload, strict performance monitoring, tense interpersonal relationships, an unfavorable physical environment, and a feeling of salary inequity have a negative impact on their motivation and health. These difficult working conditions lead to disengagement, high absenteeism, and a high employee turnover rate.
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