Exploring customer service representatives' job satisfaction levels: a comparison of inbound/outbound and outsourced Australian call centres

The aim of this research is to investigate the nature and extent of job related factors on job satisfaction for customer service representatives (CSR's) in five Australian call centres. Using quantitative methods, the study found that, CSR's perception of fairness, equity and relevance of monitoring practices, together with a participative work environment and flexible work practices are the most important contributors to job satisfaction. The findings also suggest that satisfaction levels for inbound CSR's is significantly higher than outbound sales, and blended approaches