( ISSN 2277 - 9809 (online) ISSN 2348 - 9359 (Print) ) New DOI : 10.32804/IRJMSH

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EMOTIONAL CORRELATES OF QUALITY OF WORK LIFE: A STUDY OF CALL CENTRE EMPLOYEES

    3 Author(s):  SHILPA KAMBOJ , BINDU KUMARI , DR. RAJBIR SINGH

Vol -  5, Issue- 3 ,         Page(s) : 293 - 299  (2014 ) DOI : https://doi.org/10.32804/IRJMSH

Abstract

Emotional competence is considered to be important for an employee to achieve success at work which in turn will enhance quality of work life of call centre employees. Around seventy percent of Indian youth is employed in call centre and have to listen to the queries of their customers. They must be emotionally competent to deal with customers so that they feel contented with job. The purpose of the present study is to find out correlation between emotional competence and quality of work life. These variables were assessed by using Emotional Competence Scale given by Dr. Sharma and Dr. Lochan and Quality of Work Life Scale given by Angus S Mc Donald. The sample consisted of 138 males and females employees of various call centre of Haryana. Purposive Sampling was done and co relational design was followed. Results indicate a positive and significant co relation between emotional competence and quality of work life.

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