The Impact of Performance Measurement Methods on Job Satisfaction Among Call Center Representatives in Yemeni Telecommunications Companies
DOI:
https://doi.org/10.35875/hrmzwj68Keywords:
Call center representatives, Incentives, Job satisfaction, Performance measurement methods, Republic of Yemen, Yemeni telecom companiesAbstract
Background & Statement of the problem: This research investigates the link between performance measurement methods and job satisfaction among call center representatives in Yemeni Telecommunications Companies (YTC). A pilot study indicated low satisfaction levels, prompting this research to analyze the impact of these methods and suggest improvements to enhance employee satisfaction.
Objectives: The study examines how call center performance measurement methods (including system design, standard clarity, and employee understanding) and monitoring practices (strictness, follow-up, and feedback) affect employee satisfaction. The goal is to find methods that boost both performance and employee satisfaction.
Methods: The study examines how call center performance measurement methods—such as system design, standard clarity, and employee understanding—and monitoring practices—such as strictness, follow-up, and feedback—affect employee satisfaction. The goal is to identify methods that enhance both performance and employee satisfaction.
Results: This study investigated call center representatives’ job satisfaction and found that understanding quality assurance, fair performance measurement, recognition programs, and effective management practices (such as monitoring, feedback, and guidance) all contribute to higher job satisfaction. Interestingly, workplace location and specific performance measurement systems appeared to have little impact on overall satisfaction.
Conclusions (Recommendations and contributions): The study on Yemeni telecom confirms that performance measurement methods, including strict monitoring, influence call center representatives’ satisfaction. The study recommends improving these methods by: 1.Ensuring clear governance, transparency, and communication to enhance understanding and trust in the performance measurement processes. 2.Streamlining administrative processes to avoid conflicts and ensure fair allocation of incentives based on job duties, thereby fostering a sense of equity and motivation among employees.
