The exploratory study of challenges, coping strategies, and retention factors among call centre service employees in Yogyakarta, Indonesia

Firmansyah, (2026) The exploratory study of challenges, coping strategies, and retention factors among call centre service employees in Yogyakarta, Indonesia. Master dissertation/thesis, UTAR.

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Abstract

Call centre employees are faced with various work-related challenges due to high job expectations and frequent interactions with customers. This study aims to explore the work challenges experienced by call centre employees, the coping strategies they use, and the factors that contribute to employee retention. A qualitative case study approach was applied to examine the experiences of call centre employees in Yogyakarta, Indonesia. Data is collected through semi-structured interviews with five call centre employees who handle incoming and outgoing calls and have at least two years of work experience. The findings identify workload and emotional distress as the main challenges faced by employees. Workload and emotional distress arise from situations experienced by employees in their interactions with colleagues and customers. To overcome these challenges, employees rely on support and personal skills in managing their job challenges. In addition, a positive work environment and opportunities for career advancement were found to influence employees' decisions to retain their positions. This study contributes to the understanding of call centre work by providing empirical insights into employee experiences in the Indonesian context. These findings offer practical implications for organizations in addressing employee challenges, strengthening coping strategies, and supporting employee retention in call centre environments.

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