Work-related well-being in a call centre environment: The moderating role of age and tenure

Abstract

The study investigated age and tenure effects on the relationship between job demands and resources, and job-related burnout and work engagement. Study participants were a convenience sample of 382 call centre agents in the information technology industry in South Africa (females = 54%; black African = 47%; single = 47%). The call centre agents completed the Job Demands-Resource scale, the Burnout scale, the Utrecht Work Engagement Scale, and the Work-related Sense of Coherence scale. Multiple hierarchical regression analyses and moderation analyses revealed that age and tenure moderated the relationship between overload, insecurity, and burnout. Tenure moderated the relationship between organisational support and work engagement. Interventions to foster job resources for work engagement and healthy work participation should take into account the work-related sense of coherence of call centre agents as well as their age and tenure.