Work-Life Balance and Employee Job Satisfaction: A Case of UK Call Centre

The perception on factors leading to job satisfaction changes constantly and it is very important for any organisation to have a good idea on which factors are prevailing in the market at the moment. This paper evaluates the relative importance of work-life balance compared to other job quality dimensions such as pay, job autonomy, work intensity and job security in terms of influencing job satisfaction of 75 call centre employees in the UK over the past three years. In order to do so, it gives the overview of the existing literature on these job quality dimensions and job outcome in the call centre context. It then considers the opinions of the customer service representatives working in a call centre regarding the importance of work-life balance compared to other job quality dimensions in influencing their level of job satisfaction in the organisation. Statistical tests such as correlation and ANOVA tests were carried out on the data to find out linear relationships. After taking the past research into consideration and analysing the responses from these employees, this study finds that the relative importance of work-life balance is more compared to other job quality dimensions in influencing the job satisfaction of these employees.

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