Il conflitto lavoro-famiglia nel contesto del call center/Work-family conflict in call center

«Work-family conflict in call center». The working environment of call centers, which have seen a significant growth in recent years, has been the subject of several studies aiming at understanding its specific dynamics, with particular attention to the possible causes of stress and discomfort. Despite the fact that the work-family conflict is considered a source of stress responsible for undermining workers’ well-being, and as such has been explored in many work environments, there is still very little research specific to call centers.Objectives: This study had the following aims: to explore work-family conflict perceived by call-center operators taking account of any differences related to respondents’ professional and personal characteristics; to understand which demands and resources can have an impact on work-family conflict in this context. Methods: The study was carried out on a sample of 898 call center operators in a telecommunications company through the administration of a self-reporting questionnaire. Data analysis included: t-test, one-way analysis of variance, linear correlations and multiple regressions. Results: A higher perception of work-family conflict among workers having a full-time contract was observed compared to those having part-time contracts. Multiple regression analysis identified as sources of influence on work-family conflict: emotional dissonance, uneasiness due customer dissatisfaction, workload, avoidance coping and working hours. Conclusions: Work-family conflict in the context studied is not particularly critical: it is in part influenced by professional and personal characteristics of respondents and primarily caused by work demands. Managerial implications are discussed, especially referred to training activities.