A Focus Group Analysis of Playing Games for Better Productivity in Call Centre
Abstract
This study investigates the potential impact of mental game playing on the productivity of call centre employees, with a focus on determining whether game playing has a definitive and lasting effect on performance. Using an exploratory design, a four-week on-site intervention was conducted with two groups: an intervention group and a comparison group. Productivity was measured through the average speed of answer, and variations were analyzed using Analysis of Variance (ANOVA). The findings reveal that the intervention group showed increased efficiency during the third and fourth weeks; however, their average productivity (37.7 calls per hour) remained lower than that of the comparison group (55.62 calls per hour). While these efficiency gains might be attributed to smoother workflow during mid-week, the results highlight the potential of mental games to enhance productivity, though further validation is needed. The originality of the study lies in its exploration of mental game playing during work breaks as a productivity-boosting strategy. Limitations related to the call centre context, the duration of the intervention, and the specific games used offer avenues for future research. The practical implications suggest that organizations may consider incorporating mental games into work breaks to improve employee performance, while the social implications emphasize the role of these activities in promoting both well-being and productivity in call centres.
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