Short answer
Design telework strategies that actively support and enhance employee performance, relationships, and time management to foster overall well-being.
- Field
- Human Factors
- Source
- Administrative Sciences (2023)
- Method
- Qualitative Study
- Sample
- 14 participants
- Evidence
- Moderate effect
Teleworking in contact centers can positively impact employee well-being by improving performance, fostering better relationships, and enabling more effective time management. This human factors research insight is drawn from a 2023 study published in Administrative Sciences. Using Qualitative study with 14 participants, researchers explored how this design variable affects real-world outcomes. The key design takeaway: Design telework strategies that actively support and enhance employee performance, relationships, and time management to foster overall well-being.
Telework Enhances Contact Center Employee Well-being Through Performance, Relationships, and Time Management
Teleworking in contact centers can positively impact employee well-being by improving performance, fostering better relationships, and enabling more effective time management.
Administrative Sciences · 2023
Key Findings
- 01Teleworking positively impacts employee well-being through enhanced performance.
- 02Remote work arrangements can strengthen relationships.
- 03Telework facilitates better management of time.
- 04Factors like workplace, technology, money, and family also contribute to well-being in telework.
Application
Design takeaway
Design telework strategies that actively support and enhance employee performance, relationships, and time management to foster overall well-being.
How to apply
When designing remote work policies or systems, prioritize features that enable efficient task completion, provide tools for virtual collaboration and social interaction, and offer flexibility in scheduling.
Project actions
- 01When researching remote work, consider interviewing employees to understand their personal experiences.
- 02Focus on how different aspects of work (like communication or tools) affect employee feelings and performance.
Method & Evidence
Variables
Strengths & Limitations
Strengths
- +Provides rich, in-depth insights into employee experiences.
- +Focuses on a relevant and timely topic (telework during a pandemic).
Limitations
Interviews are subjective and may be influenced by individual biases. The findings are specific to contact center workers in Portugal.
Reliability & validity
The reliability of qualitative findings can be enhanced through techniques like member checking or triangulation. Validity is addressed by exploring multiple facets of well-being and telework impact.
Think critically
How might the perceived benefits of telework on relationships differ between roles that require high levels of collaboration versus those that are more independent?
Design Principles
"Remote work environments should be intentionally designed to optimize individual performance, facilitate social connection, and provide flexibility in time management to enhance employee well-being."
Understanding the specific factors that contribute to well-being in remote work settings is crucial for designing supportive work environments. This insight highlights key areas that organizations can focus on to optimize the telework experience for their employees.
What This Means for Your Design
Working from home can make people in call centers happier and more productive because they can manage their time better, feel more connected to others, and do their jobs more effectively.
How to use in your project
- 1.Use this study to support claims about the benefits of flexible work arrangements on user well-being in your design project.
Add to My Project
Quick Cite
Paragraph starter
This qualitative study by Santos and Pereira (2023) highlights that teleworking can enhance employee well-being in contact centers by positively influencing performance, relationships, and time management. These findings suggest that designing for remote work should prioritize these human factors to foster a more supportive and effective work environment.
Source
Administrative Sciences
For Telework, Please Dial 7—Qualitative Study on the Impacts of Telework on the Well-Being of Contact Center Employees during the COVID19 Pandemic in Portugal
journal · 2023
View sourceQuestions About This Research
- What does the research say about telework enhances contact center employee well-being through performance, relationships, and time management?
- Design telework strategies that actively support and enhance employee performance, relationships, and time management to foster overall well-being. Evidence: Administrative Sciences (2023).
- Why does "Telework Enhances Contact Center Employee Well-being Through Performance, Relationships, and Time Management" matter for design?
- Understanding the specific factors that contribute to well-being in remote work settings is crucial for designing supportive work environments. This insight highlights key areas that organizations can focus on to optimize the telework experience for their employees.
- How can designers apply this research?
- Design telework strategies that actively support and enhance employee performance, relationships, and time management to foster overall well-being.
- What were the main findings?
- Teleworking positively impacts employee well-being through enhanced performance.. Remote work arrangements can strengthen relationships.. Telework facilitates better management of time.. Factors like workplace, technology, money, and family also contribute to well-being in telework.
- What research method was used?
- Qualitative Study with 14 participants.
- How strong is the evidence?
- Evidence strength is rated Moderate effect, based on a 2023 journal from Administrative Sciences.
- What should I do differently in my next project?
- When designing remote work policies or systems, prioritize features that enable efficient task completion, provide tools for virtual collaboration and social interaction, and offer flexibility in scheduling.
- What are the limitations?
- The study was conducted within a specific company in Portugal during a particular time frame, which may limit the generalizability of findings to other contexts or industries.