呼叫中心一线话务员职业幸福感、工作压力、职业倦怠的现状及对策研究

Investigation and countermeasure research on occupational well-being, job stress and job burnout of call center frontline operators

为了解呼叫中心一线话务员工作幸福感、职业倦怠、工作压力的现状,本文采用总体工作幸福感量表、企业员工工作压力量表和Maslach倦怠量表对172名呼叫中心一线话务员进行调查。通过调查数据分析结果可以得出:目前呼叫中心一线话务员总体工作幸福感不强,存在一定程度的职业倦怠,并且多数参与调查的话务员认为工作压力较大。呼叫中心一线话务员工作幸福感与工作压力、职业倦怠呈负相关性,职业倦怠与工作压力呈正相关性。最后从企业层面和个人层面提出了几条意见和建议。

In order to understand the status quo of call center line operator work happiness,occupation burnout,job stress,the overall well-being scale,employee job stress scale and Maslach burnout scale of 172 call center operator line survey.Through the survey data analysis results can be obtained：the overall call center work line operator do not have a strong sense of happiness,there is a certain degree of occupation burnout,and the majority of participating in the investigation that operator work pressure.Job satisfaction,job stress and job burnout were negatively related to job burnout in the call center frontline operators,and job burnout was positively related to job stress.Finally,from the enterprise level and personal level,some suggestions and suggestions are put forward.