Emotional competence and quality of work life in call center employees: A gender based study

Pages: 994-998
Shilpa Kamboj, Varsha Rani, Sarvdeep Kohli and Anjali Malik (Department of Psychology, M.D. University, Rohtak, Haryana)

Emotions are intensively used in the blooming service industry. Expressing emotions while in interaction with customers is very important in call centre jobs. So, they must be emotionally competent to deal with customers so that they feel contented with job. The purpose of the present study is to assess and compare the emotional competence and quality of work life of male and female call center employees and to explore the relationship between the two. These variables were assessed by using Emotional Competence Scale given by Sharma and Bhardwaj and Quality of Working Life Questionnaire given by Mc Donald. A sample of 130 call center employees (65 male and 65 female employees) with an age range of 24-30 years of various call centers of Haryana were selected in the present investigation. Results indicate that male employees are more emotionally competent and have high level of quality of work life as compared to female employees. Also, there is a positive significant correlation between adequate depth of feeling and quality of work life in males and encouragement of positive emotions is significantly and negatively associated with quality of work life in female call center employees. The Implication of the present study is that employees should be helped to understand the role of emotions, to make them emotionally competent through training programs.