Digitalfax's Role as an Automatic Call Distribution System, and Impact on Job Satisfaction
Abstract
The impact of a new automatic call distribution system, DigitalFax, on employee productivity and job satisfaction in the workplace was investigated. The 62 employees of Northern Automotive Corporation's telemarketing department were administered the Multidimensional Job Satisfaction Scale in survey form to determine a preliminary level of job satisfaction. Over the course of the 12- week study, employees were given, over the DigitalFax, feedback on progress towards corporate goals, and public recognition for meeting or exceeding those goals. At the conclusion of the 12-week study period, employees were again administered the survey. Key performance data were compared before and after the implementation of the ACD system. Focus of study revolved around using DigitalFax as a tool to increase employee productivity by providing feedback towards goals, job satisfaction by giving public recognition for good work, and decreasing talk-time and wait-time. Over the course of the study, employee productivity increased significantly in total sales and orders taken. Also, there was a significant decrease in talk-time and increase in percent of orders to calls. Lastly, the employees who received the most recognition, had a higher job satisfaction score at the end of the study period.
Document Details
- Document Type
- Technical Report
- Publication Date
- Jan 01, 1993
- Accession Number
- ADA267536
Entities
People
- Michael D. Eliason
Organizations
- Air Force Institute of Technology