<br />
Fostering Engagement and<br />
Improved Quality of Life<br />
for Financial Services Call<br />
Center Employees<br />
Part One: Overview of the Call Center<br />
Industry and Work Experience<br />
Rebecca L. Scott, MPH<br />
OvERvIEW OF tHE InduStRy<br />
With the rapid globalization of the world economy, it is<br />
imperative that companies be equipped to provide both<br />
local and international exchange of information and<br />
services. Call centers are a key means to this end, and<br />
are ubiquitous in the United States and abroad. In fact,<br />
approximately 3% of the US workforce is employed in call<br />
centers, totaling more than 2,000,000 employees in over<br />
60,000 call centers.1<br />
Call center<br />
interactions<br />
with a real<br />
person remain<br />
one of the<br />
most powerful<br />
drivers of<br />
customer<br />
engagement.<br />
Call centers play an especially important role in the financial<br />
se<a title="Fostering Engagement and Improved Quality of Life for Financial Services Call Center Employees page 1" href="http://viewer.zmags.com/publication/28953162?page=1"> Fostering Engagement and Improved Quality of Life</a>
<a title="Fostering Engagement and Improved Quality of Life for Financial Services Call Center Employees page 2" href="http://viewer.zmags.com/publication/28953162?page=2"> OvERvIEW OF tHE InduStRy With the rapid globaliz</a>
<a title="Fostering Engagement and Improved Quality of Life for Financial Services Call Center Employees page 3" href="http://viewer.zmags.com/publication/28953162?page=3"> call centers unfortunately often manifests itself</a>
<a title="Fostering Engagement and Improved Quality of Life for Financial Services Call Center Employees page 4" href="http://viewer.zmags.com/publication/28953162?page=4"> In addition to the health outcomes associated wit</a>
<a title="Fostering Engagement and Improved Quality of Life for Financial Services Call Center Employees page 5" href="http://viewer.zmags.com/publication/28953162?page=5"> Figure 1: Outcomes of the Call Center Work Experi</a>
<a title="Fostering Engagement and Improved Quality of Life for Financial Services Call Center Employees page 6" href="http://viewer.zmags.com/publication/28953162?page=6"> References 1 Domán, Uri. (2008). The Impact of th</a>
<a title="Fostering Engagement and Improved Quality of Life for Financial Services Call Center Employees page 7" href="http://viewer.zmags.com/publication/28953162?page=7"> </a>