For Telework, Please Dial 7—Qualitative Study on the Impacts of Telework on the Well-Being of Contact Center Employees during the COVID19 Pandemic in Portugal
Abstract
:1. Introduction
2. Theoretical Framework
2.1. Telework
2.1.1. The Portuguese Context and the COVID-19 Pandemic
2.1.2. Telework in Contact Centers
2.2. Well-Being at Work
2.3. Research Aim
- How have contact center workers in Portugal experienced teleworking during the COVID-19 pandemic?
- What are the characteristics of teleworking that generate more well-being at work?
3. Materials and Methods
3.1. Research Approach
3.2. Participants
3.3. Instrument and Data Collection Procedures
3.4. Data Analysis
4. Results
4.1. Performance
I think that when the person is satisfied they have better results, they have better availability for work and for the contact center this makes a difference because the way you answer the call implies in the way the customer will speak and then in your results, to have a good call time, to be able to dispatch quickly, without conflicting with the customer, without having a problem.(Marisa)
I deliver more results for the company working from home. I think that in the center there are other things that end up distracting me and I also think that there is a greater face-to-face charge. And that, in my particular case, does not influence me to have good results. At home, there is less pressure from my manager and I feel more at ease, I feel more comfortable to maximize my results.(Cláudia)
In terms of results, I feel more comfortable at home, to do what is proposed. I have less difficulty, I don’t know if it’s because I’m alone. I’m not ashamed, for example, to offer a product, to insist. Being alone in my environment I think has positively influenced my results.(Rosário)
I feel much more at comfortable alone than being in an environment with many people (…) In contact with other people, peers, co-workers are there beside you. You must have more formality. You must be more careful with the words you use, with the tone of voice. Anyway, it’s a behavioural issue. Behaviour in my environment alone is completely different when you are with thirty people. That’s why, in this call center job, I liked to work only at home.(Jorge)
As time went on as I was teleworking, my results went down. I didn’t have the boss standing over me saying, ‘Look, you should have done this. Have you submitted or haven’t you?’ There was less face-to-face pressure. There are more messages and emails and that ends up scattering our attention. We had to reply to the email, we had to prove that we were presenting, but it was all electronically. For me, the results went down because of that.(Cristina)
If you are always, permanently, teleworking, the results are worse, because there you are more relaxed, with less pressure from supervision and in the long run the relaxation becomes exaggerated and then the results go down.(Armando)
During teleworking, I don’t know if because I was at home, I felt more comfortable, and my results improved.(Marisa)
4.2. Relationship
For a team to work, we need to socialize, not only professionally, but personally, to share results objectively, sincerely. It takes all the body language, understanding more than writing. Writing can sometimes be interpreted in different ways and sometimes a sincere team conversation, a briefing, was very much needed by the team in terms of motivation boost, to understand in concrete terms why each one was behaving in a certain way and the results they were getting.(Cristina)
In the building, we get distracted by our colleagues, we have much more contact with the team. We end up identifying more with the people in the team when the work is face-to-face. I think that in teleworking you don’t identify so much with the team. So you don’t have that issue of collectivity, of the group, of wanting to do well, of being productive. The team’s goal doesn’t stick with people. It’s very distant.(Marisa)
I would like to work face-to-face because I find the relationship between co-workers, clients and administrative staff, the daily interaction, the exchange of ideas, the experiences transmitted in conversations, in the breaks we take, to be healthy. It is healthy for the life of an employee, both physically and mentally.(Luís)
I think the challenge is also to be able to integrate the team. It is very difficult when you are only online, I believe. I felt it a lot now when I went back to the face-to-face, not knowing who the people are, just listening to the voice. (…) It’s different to touch, to hug, to see the person there talking.(Rosário)
Before I had that social contact. Afterwards we would go for a drink, have dinner with the team or the people from work. I’d go out and do something and nowadays I don’t. So, it’s very distant, people don’t have that empathy anymore, they don’t meet anymore, there’s no longer that core at work and that’s the social disadvantage. I think there is no social advantage, teleworking ends up getting in the way.(Marisa)
The difficulty is more being alone. As it’s a very psychological job and you’re dealing with people, you don’t have anyone to support you. You have Skype, that’s it, but it’s not the same as being in a building where you have thirty people around you who are in the same situation as me and therefore easier to support.(Armando)
Being there, day after day, always with that routine, with that loneliness, so to speak. We talked, but it was at a distance and at a distance you miss what words can’t say, don’t you? Visually, seeing the person, the way they are behaving, having support there, sometimes a cup of coffee, a lunch, letting off steam, saying ‘look, that happened to me, what would you do in my place?’ ‘Look, can you believe that happened to me? You’d already have another motivation to attend in the afternoon or after lunch.(Cristina)
Something that made my stress worse was mainly the lack of socializing with colleagues. Although I sometimes like to be alone, in this particular type of work it is stressful not to have someone to share with. When it was in the building we would talk and even in difficulties we would laugh, we would support each other.(Susana)
People ask, ‘but don’t you feel like seeing people again?’ I’ll be very honest. No, I don’t. I’d rather be teleworking a thousand times, even though I’m alone, I don’t have contact. There are few people I interact with there, who I would be friends with.(Rita)
Teleworking is lonely for those who like to socialize with colleagues. It is very bad for those who like the social part. As it makes no difference to me to have that part, it’s fine.(Filipa)
4.3. Money
You don’t spend money on transport. And transport is very expensive at the moment. You won’t spend money because you don’t have to leave your house. You don’t have to spend fuel, you don’t have to pay for parking. No, nothing. Basically, it’s all profit.(Filipa)
You don’t have that travelling time and that financial cost.(Marisa)
You don’t spend money on transport.(Armando)
I believe it revolves a lot around comfort, being the way, I want to be. You don’t have to buy more formal clothes, be more careful. You can work in your pajamas. Anyway, it doesn’t have to be socially representative for the other, but only for me.(Jorge)
You end up neglecting your appearance a little, because you’re closed at home, teleworking, you don’t care. So I’m very practical and, if it’s winter, I like to wear pajamas all day.(Filipa)
Being at home, it’s more difficult to take off your pajamas and comfortable clothes.(Cristina)
I had a very big improvement in teleworking. Not only in terms of productivity, sales and bonuses, which have increased.(Rita)
I performed better, which reflected in my awards and even in the team results, because I was more relaxed and more at ease at home. At home I had other motivations. I always felt comfortable.(Sandra)
4.4. Workplace
Maybe if I had a proper environment, it would be different. I would close the door to the office there and that would be it. But no, I work in my room. I think I lack this psychological separation, since our work is really very tiring psychologically and causes me great inconvenience in relation to this. I think that’s what weighed the most. Because I don’t have a suitable environment for teleworking.(Rosário)
The fact that I didn’t have my own space to work indoors made it a bit difficult for me. I worked in the living room. We also had the issue of the pandemic. Everyone was indoors, locked up at the same time. Everything was happening and it made it difficult for me to concentrate. At times it was difficult, and I tried to get the client out of the way straight away.(Susana)
I think it stresses me out more if I’m in the call center with a lot of people than being alone teleworking. It stresses me out less. But each case is different. I’m more stressed being in the call centre, with lots of people, lots of confusion. If I’m at home, I’m calm, I’m not stressed at all.(Filipa)
I don’t like it because I have problems socializing with other people. (…) It’s a very stressful job and being there, in the middle of many people, you hear voices, voices and voices. At home I am quiet. Then I can really concentrate on what I’m doing.(Juliana)
There are external noises, especially because we are on call, right? It’s complicated to have an animal barking or meowing, the doorbell ringing.(Sandra)
The challenge is to keep the atmosphere calm at home, because there was always that one person ringing at the door or making some call to the house.(Antonio)
4.5. Technology
Other times it could be a technical problem with our computer, with the internet. There it was solved on the spot. At home, there is always that doubt, but was there really an error or is it your internet or computer? Or did you make the error yourself? Reporting errors is much more difficult at home.(Cristina)
But if I talk about the difficulties, it is more in the technical field. For example, sometimes I’m without internet due to some constraint of my internet, of the wireless, and I must solve it myself. If I were in the centre, there would be a team that would deal with these issues.(Cláudia)
The equipment I was using from the company unfortunately broke down. A few days ago, it was the computer mouse. That causes a headache. Having to go to the company to sort it out wasted hours. And since I was working on these issues during my working hours, I had to make up the work schedule on a shift that was not mine.(Susana)
The system failed. I had a lot of difficulty at the beginning.(Luis)
There are a lot of people who have problems with internet and updating equipment. I think that’s the biggest difficulty.(Marisa)
4.6. Time
I consider working hours as the time I must give to be available for the company. When I leave the house to go to the company, I already consider it my working hours, although I am not paid for it. But I already consider it working hours because I am at their disposal, and I can’t do anything in that time. And at home, on the contrary, I have already gained a couple of hours that I am not at their disposal. Although I don’t earn for those hours, I’m not doing anything for them, I’m not available to them. I can do something else.(Jorge)
I can wake up a little bit later and I don’t have the rush of having to commute to work. I don’t have that psychological pressure. I can manage my time better too, in terms of organization, studies, personal life, because we don’t have that waste of time commuting to work.(Rita)
For me, actually, what makes it easier is that it’s at home, because I start at noon and by 9 pm I’ve finished. So it’s like that. Until then I’m free. I don’t need to count on that travelling time, any of that. (…) For me to ‘stay at home’, it would be because of the timetable because going to the company makes me lose the whole day. I can’t do anything else. Going there, taking up my whole day and not being able to do anything is something that weighs heavily on me.(Maria João)
Not wasting time getting ready, getting things ready, catching buses, leaving after hours. Not being stressed because the call should have ended, to still go home. It gives us a sense of happiness and well-being and we end up being nicer to the customer. I’m in a better mood and I listen better to complaints (…) I have a little more quality of life because I’m at home.(Cristina)
4.7. Family
For those who have children, I think teleworking is very worthwhile to have the opportunity to better manage life with children and with your work. I think this is the biggest opportunity that teleworking has brought me, to manage my home, my personal life, my husband and my family with my work. I waste a lot of time in transport. Not at home, it’s easier, I’m already at home, I switch off the computer and I’m already with my children.(Rosário)
The fact of being at home, being close to the family, the pets, the cats, the dogs, that made it much easier. It’s very advantageous to be close to the children, to have the husband there, to have the dog, the cat, to be there more time with them.(Sandra)
I just had a daughter. In my case, it’s the advantage of being able to be at home with my baby.(Marisa)
Teleworking for me only brings advantages. At least for me, I want to spend more time with my family and friends.(Antonio)
On the personal side, I sincerely believe that those who have children are positive. Arriving at the end of the day, whether it’s that time, after the pandemic you can go with your children or your husband for a drink after work, because that hour you had travelling is no longer needed. You spend a few hours with your husband, with your children, you are enjoying their time more. Honestly.(Cristina)
The time you spend to go to the building is also important because I used to spend 40 min to go and another 40 min to come back. That’s a lot of time that is lost and in teleworking I used that time to solve issues inside my own home like washing and drying clothes or even going to the market at mealtimes. Sometimes I would take half an hour to sunbathe or even exercise.(Susana)
I’m a very dedicated sports person. I could always have those days of playing football with friends, and teleworking was much easier because I wouldn’t have to waste an hour in traffic, in transport, to be able to come home and then must go to the football field, to the gym, wherever.(António)
You don’t have that worry of having to leave the house on time. You can even sleep a bit longer.(Armando)
5. Discussion
6. Conclusions
- Performance: the employee perceives that he can deliver more quality and better results when working remotely;
- Relationship: the employee perceives that the quality of their social interactions at work and in life in general is not being penalized by working from home;
- Money: the employee perceives that he is increasing his income, either by reducing travel, food, or clothing costs, or by increasing rewards due to improved performance;
- Workplace: the employee perceives that he has an adequate space at home, namely in terms of furniture and work environment, to competently respond to the challenges of his function;
- Technology: the employee perceives that he has the equipment, platforms, and technological processes, as well as IT support, in adequate conditions to work remotely;
- Time: the employee perceives that the day is getting longer and with the reduction in the time spent traveling and various inefficiencies in face-to-face work, he has more free time to value his personal life and, when applicable, to increase his performance in the work;
- Family: the employee perceives that he has more favorable conditions to spend more quality time with the people who make up his family.
6.1. Practical Implication for Organizations and Managers
6.2. Limitations and Future Research Directions
Author Contributions
Funding
Institutional Review Board Statement
Informed Consent Statement
Data Availability Statement
Conflicts of Interest
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Interviewee | Age | Gender | Marital Status | Children | Family Household | Academic Qualifications |
---|---|---|---|---|---|---|
Marisa | 33 | F | Single | 1 | 3 | Graduation |
Rosario | 38 | F | Married | 3 | 5 | Graduation |
Luis | 46 | M | divorced | 1 | 1 | Graduation |
Cláudia | 41 | F | Married | 1 | 3 | Master’s degree |
Cristina | 28 | F | Single | 0 | 2 | Graduation |
Filipa | 60 | F | Married | 1 | 4 | Graduation |
Rita | 37 | F | Single | 0 | 1 | Graduation |
Jorge | 33 | M | Single | 0 | 1 | Graduation |
Sandra | 44 | F | Married | 3 | 4 | Graduation |
Armando | 25 | M | Single | 0 | 2 | 12th year |
Antonio | 43 | M | Married | 1 | 4 | Graduation |
Juliana | 30 | F | Single | 0 | 2 | Graduation |
Susana | 39 | F | Married | 1 | 3 | Graduation |
Maria João | 35 | F | Single | 0 | 1 | Graduation |
Themes | Codes |
---|---|
Performance: refers to the quality of professional performance, reflected in the quality of the tasks performed and the results achieved. | Quality and results|Hierarchical and social autonomy and control|Circle of positive reciprocity |
Relationship: refers to the frequency, quality and impacts of formal and informal moments of relationship that occur at work. | Proximity and team spirit|Friendship and socialising outside work|Loneliness and abandonment |
Money: refers to the enhancement of income from work, through reduced expenditure or enhanced rewards. | Travel and transport|Food and clothing|Salary and bonuses |
Workplace: refers to the meeting of adequate space, equipment, and environment conditions for carrying out the assigned activities. | Adequate space|An atmosphere of tranquillity and concentration |
Technology: refers to the quality and operability of technological equipment and digital platforms and processes. | IT support|Digital platforms and processes |
Time: refers to the increase in time available for non-work spheres of life. | Timetable and travelling|Control and well-being |
Family: refers to protecting and enhancing the quality of relationships with family members and family activities. | Relationships in the family|Personal activities and leisure |
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Santos, R.S.; Pereira, S.d.S. For Telework, Please Dial 7—Qualitative Study on the Impacts of Telework on the Well-Being of Contact Center Employees during the COVID19 Pandemic in Portugal. Adm. Sci. 2023, 13, 207. https://doi.org/10.3390/admsci13090207
Santos RS, Pereira SdS. For Telework, Please Dial 7—Qualitative Study on the Impacts of Telework on the Well-Being of Contact Center Employees during the COVID19 Pandemic in Portugal. Administrative Sciences. 2023; 13(9):207. https://doi.org/10.3390/admsci13090207
Chicago/Turabian StyleSantos, Reinaldo Sousa, and Sílvia dos Santos Pereira. 2023. "For Telework, Please Dial 7—Qualitative Study on the Impacts of Telework on the Well-Being of Contact Center Employees during the COVID19 Pandemic in Portugal" Administrative Sciences 13, no. 9: 207. https://doi.org/10.3390/admsci13090207
APA StyleSantos, R. S., & Pereira, S. d. S. (2023). For Telework, Please Dial 7—Qualitative Study on the Impacts of Telework on the Well-Being of Contact Center Employees during the COVID19 Pandemic in Portugal. Administrative Sciences, 13(9), 207. https://doi.org/10.3390/admsci13090207