FACTORS AFFECTING WORK-LIFE BALANCE OF WOMEN CALL CENTER AGENTS IN THE INFORMATION AND COMMUNICATION TECHNOLOGY BUSINESS GROUP
Keywords:
Overtime, Tenure, Emotional Intelligence, Work-Life Balance, Job Performance, Women Call Center AgentAbstract
The purpose of this study was to influences of family factors, work factors, emotional intelligence and job performance on work-life balance of women call center agents in the communication technology company group. Mixed methods data collection was employed. For quantitative method, data were collected from 484 women call center agents by questionnaire. Percentage, mean, standard deviation and stepwise multiple regression analysis were used for data analysis. In terms of qualitative method, data were collected from women call center agents using open-ended questionnaire and from 12 women call center agents by focus group and in-depth interview. The content analysis was used to analyze the data. The quantitative results indicated that overtime, tenure, emotional intelligence and job performance could jointly predict work-life balance of women call center agents around 42.1% at statistically significance level of .001. The findings from qualitative data also support the quantitative results.
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