Abstract
Work design represents an arrangement in the
workplace that has the objective of overcoming employee alienation
and job dissatisfaction that come about from mechanical and
repetitive tasks in the workplace. This is important in the call centre
working environment where employees spend long hours seating and
providing high concentration to work activities. This paper discusses
the application of work design principles and its impact on
employees in an organisation in order to improve the productivity of
a call centre. Qualitative questionnaires, observations and interviews
were applied to employees of the call centre with a focus on
identifying design problems and main stressors at work. The findings
in this research focus on the need to improve equipment, tools and
the health of employees. The paper demonstrates how work design
can have an influence on employees’ productivity and how it can
increase stress levels.