Sambanden mellan autonomi, motivation, välmående och produktivitet på callcenters

Sammanfattning: The purpose of the research was to investigate the relationships between perceived degrees of motivation, a supportive work climate (in terms of autonomy and competence support from colleagues and managers), well-being, and productivity at call centers. An online survey was distributed to seven Swedish call center companies and was answered by 329 respondents. The data was analyzed using correlation and regression analysis, which generated several significant results. The importance of autonomy was confirmed throughout the study, and perceived autonomy and competency support were both proven to be crucial for autonomous motivation. Furthermore, autonomous motivation was correlated to well-being and productivity to a much greater extent than was the case with regard to controlled motivation. The agents felt autonomously motivated and perceived a high degree of well-being, contradicting previous call center studies. A standard multiple regression demonstrated that only 8 % of the variance within the criterion variable productivity was predicted by a supportive work climate, motivation, and well-being, whereas 52 % of the variance within well-being was predicted by the same variables. The results indicated that call centers should promote a supportive work environment with autonomy as a focal point to facilitate enhanced well-being and productivity among the agents.