Onsite Versus Remote Working: The Impact on Satisfaction, Productivity, and Performance of Medical Call Center Workers

Job satisfaction is determined as the measure to know the individuals’ feelings toward their work. The working conditions that can affect satisfaction and performance of the call center agents have received particular concern. This study aimed to determine the role of remote call center working on a...

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Autores principales:	Amjad Alfaleh MBBS, SBFM, ABFM, Abdullah Alkattan Pharm.D, Alaa Alageel BSc, Mohammed Salah MBBS, MSc, Mona Almutairi Pharm.D, Khlood Sagor MBBS, Khaled Alabdulkareem MBBS, SBFM, ABFM
Formato:	article
Lenguaje:	EN
Publicado:	SAGE Publishing 2021
Materias:	Public aspects of medicine RA1-1270
Acceso en línea:	https://doaj.org/article/191498560d9e44e8bf7d7d34e254fd94
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spelling	oai:doaj.org-article:191498560d9e44e8bf7d7d34e254fd942021-12-01T22:34:12ZOnsite Versus Remote Working: The Impact on Satisfaction, Productivity, and Performance of Medical Call Center Workers0046-95801945-724310.1177/00469580211056041https://doaj.org/article/191498560d9e44e8bf7d7d34e254fd942021-11-01T00:00:00Zhttps://doi.org/10.1177/00469580211056041https://doaj.org/toc/0046-9580https://doaj.org/toc/1945-7243Job satisfaction is determined as the measure to know the individuals’ feelings toward their work. The working conditions that can affect satisfaction and performance of the call center agents have received particular concern. This study aimed to determine the role of remote call center working on agents’ satisfaction compared to onsite workers. A cross-section study was conducted between December 2020 and April 2021 that include 124 agents working in a governmental medical call center in Saudi Arabia. Each agent was receiving a questionnaire that investigates his/her satisfaction with the job nature, supervisor support, job autonomy, job productivity, and performance. Seventy-seven physicians working onsite were compared to forty-seven physicians remotely working in the medical call center. The mean age of the physicians included was 43.17 ± 8.4 years, and most of them were male (>70%), married (>85%), and family medicine specialists (>50%). The mean years of experience in the medical field of the physicians included was 16.87 ± 8.07 years, and the mean years of experience in the medical call center was 1.44 ± .97 years. Onsite agents were more satisfied concerning job nature, supervisor support, productivity, and performance compared to remote agents (70.82 vs 53.47%, 63.38 vs 55.05%, and 66.51 vs 56.03%, respectively). However, onsite agents were less satisfied regarding job autonomy than remote physicians (46.81 vs 53.19%, P -value = .128). Overall, general satisfaction was more seen in physicians working onsite as opposed to remote workers in the medical call center in Saudi Arabia (64.90 vs 54.25%, P -value < .01).Amjad Alfaleh MBBS, SBFM, ABFMAbdullah Alkattan Pharm.DAlaa Alageel BScMohammed Salah MBBS, MScMona Almutairi Pharm.DKhlood Sagor MBBSKhaled Alabdulkareem MBBS, SBFM, ABFMSAGE PublishingarticlePublic aspects of medicineRA1-1270ENInquiry: The Journal of Health Care Organization, Provision, and Financing, Vol 58 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	Public aspects of medicine RA1-1270
spellingShingle	Public aspects of medicine RA1-1270 Amjad Alfaleh MBBS, SBFM, ABFM Abdullah Alkattan Pharm.D Alaa Alageel BSc Mohammed Salah MBBS, MSc Mona Almutairi Pharm.D Khlood Sagor MBBS Khaled Alabdulkareem MBBS, SBFM, ABFM Onsite Versus Remote Working: The Impact on Satisfaction, Productivity, and Performance of Medical Call Center Workers
description	Job satisfaction is determined as the measure to know the individuals’ feelings toward their work. The working conditions that can affect satisfaction and performance of the call center agents have received particular concern. This study aimed to determine the role of remote call center working on agents’ satisfaction compared to onsite workers. A cross-section study was conducted between December 2020 and April 2021 that include 124 agents working in a governmental medical call center in Saudi Arabia. Each agent was receiving a questionnaire that investigates his/her satisfaction with the job nature, supervisor support, job autonomy, job productivity, and performance. Seventy-seven physicians working onsite were compared to forty-seven physicians remotely working in the medical call center. The mean age of the physicians included was 43.17 ± 8.4 years, and most of them were male (>70%), married (>85%), and family medicine specialists (>50%). The mean years of experience in the medical field of the physicians included was 16.87 ± 8.07 years, and the mean years of experience in the medical call center was 1.44 ± .97 years. Onsite agents were more satisfied concerning job nature, supervisor support, productivity, and performance compared to remote agents (70.82 vs 53.47%, 63.38 vs 55.05%, and 66.51 vs 56.03%, respectively). However, onsite agents were less satisfied regarding job autonomy than remote physicians (46.81 vs 53.19%, P -value = .128). Overall, general satisfaction was more seen in physicians working onsite as opposed to remote workers in the medical call center in Saudi Arabia (64.90 vs 54.25%, P -value < .01).
format	article
author	Amjad Alfaleh MBBS, SBFM, ABFM Abdullah Alkattan Pharm.D Alaa Alageel BSc Mohammed Salah MBBS, MSc Mona Almutairi Pharm.D Khlood Sagor MBBS Khaled Alabdulkareem MBBS, SBFM, ABFM
author_facet	Amjad Alfaleh MBBS, SBFM, ABFM Abdullah Alkattan Pharm.D Alaa Alageel BSc Mohammed Salah MBBS, MSc Mona Almutairi Pharm.D Khlood Sagor MBBS Khaled Alabdulkareem MBBS, SBFM, ABFM
author_sort	Amjad Alfaleh MBBS, SBFM, ABFM
title	Onsite Versus Remote Working: The Impact on Satisfaction, Productivity, and Performance of Medical Call Center Workers
title_short	Onsite Versus Remote Working: The Impact on Satisfaction, Productivity, and Performance of Medical Call Center Workers
title_full	Onsite Versus Remote Working: The Impact on Satisfaction, Productivity, and Performance of Medical Call Center Workers
title_fullStr	Onsite Versus Remote Working: The Impact on Satisfaction, Productivity, and Performance of Medical Call Center Workers
title_full_unstemmed	Onsite Versus Remote Working: The Impact on Satisfaction, Productivity, and Performance of Medical Call Center Workers
title_sort	onsite versus remote working: the impact on satisfaction, productivity, and performance of medical call center workers
publisher	SAGE Publishing
publishDate	2021
url	https://doaj.org/article/191498560d9e44e8bf7d7d34e254fd94
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Onsite Versus Remote Working: The Impact on Satisfaction, Productivity, and Performance of Medical Call Center Workers

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