The Discussion of the HRM Practices and Procedures in Non-Profit Organization: A Case Study of Sunshine Consulting Call Center

Wei CHEN, Zhizhang WANG

Abstract


Sunshine Consulting Call Center (SCCC) is a call centre (CC) which offers consulting service to women who are suffering domestic violence. It is a non-profit organization that provides high quality service with low cost. All of SCCC’s operators are volunteers. So, the Human Resource Management (HRM) practices and procedures in SCCC are different with that of profit CC. The recruitment process lays emphasis on recruitees’ emotional intelligence; performance management uses more informal evaluation rather than hard monitoring; training should not only offer to new recruiters, but also old volunteers; employees well-being consideration, which include stress management, work-life policies and occupational health and safety (OHS) also offered to retain and motivate volunteers.


Keywords


Non-profit organization; Call center; Volunteer; HRM practices

Full Text:

PDF

References


Armistead, C., Kiely, J., Hole, L., & Prescott, J. (2002). An exploration of managerial issues in call centres. Managing Service Quality, 12(4), 246-256.

Bussell, H., & Forbes, D. (2002). Understanding the volunteer markets: The what, where, who and why of volunteering. International Journal of Nonprofit and Voluntary Sector Marketing, 7(3), 244-257.

Butler, D. L. (2004). Bottom-line call centre management: creating a culture of accountability and excellent customer service. USA: Butterworth-Heinemann publications.

Castilla, E. J. (2005). Social networks and employee performance in a call center. The American Journal of Sociology, 110(5), 1243-1284.

Chang, T. Z., Chen, S. J., & Polsa, P. (2003). Manufacturer channel management behavior and retailers’ performance: An empirical investigation of automotive channel. Supply Chain Management, 8(2), 132-139.

Dawson, K. (2006). 9 fast fixes for your call center. Call Center Magazine, 19(7), 6.

De Cieri, H., Kramar, R., Noe, R., Hollenbeck, J., Gerhart, B., & Wright, P. (2005). Human resource management in Australia: Strategy, people, performance (2nd ed.). Sydney: McGraw Hill Australia.

Druskat, V. U., & Wolff, S. B. (2001). Building the emotional intelligence of groups. Harvard Business Review, 79(3), 80-90.

European Volunteer Center. (2012). Volunteering infrastructure in Europe.

Felmlee, D. H. (1995). Causes and consequences of women’s employment are correlated? Possible sources of commonsense theory. Journal of Organizational Behavior, 24, 167-187.

Finney, M. I. (1997). Operations that build smiles, confidence, skills and community Goodwill. HR Magazine, 42(4), 110-117.

Fleming, P. (2005). Workers’ playtime? Journal of Applied Behavioral Science, 41(3), 285-303.

Frenkel, S. J., Tam, M., Korczynski, M., & Shire, K. (1998). Beyond bureaucracy? Work organization in call centres. The International Journal of Human Resource Management, 9( 6), 957-979.

Grant, D. (1999). HRM rhetoric and the psychological contract: A case of easier said than done. International Journal of Human Resource Management, 10(2), 327-350.

Greenhaus, J. H., & Parasuraman, S. (1999). Research on work, family, and gender: Current state and future directions. In G. N. Powell (Ed.), Handbook of Gender and Work (pp.391-412). Sage: Thousand Oaks.

Hellman, C. M., & House, D. (2006). Volunteers serving victims of sexual assault. The Journal of Social Psychology, 146(1), 117-123.

Higgs, M. (2004). A study of the relationship between emotional intelligence and performance in UK call centers. Journal of Managerial Psychology, 19(4), 442-451.

Holman, D. (2002). Employee wellbeing in call centers. Human Resource Management Journal, 12( 4), 35-50.

Stress liabilities increase. (2000). Human Resources, 1.3:1.

Hutchinson, S., Purcell, J., & Kinnie, N. (2000). Evolving high commitment management and the experience of the RAC Call Centre. Human Resource Management Journal, 10(1), 63-78.

Keith, N., & Frese, M. (2005). Self-regulation in error management training: Emotion control and metacognition as mediators of performance effects. Journal of Applied Psychology, 90(4), 677-691.

Lobel, S. A. (1999). Impacts of diversity and work-life initiatives in organizations. In G. N. Powell (Ed.), Handbook of Gender and Work (pp.453-476). Sage: Thousand Oaks.

Matthews, A. K., Sprague, K., Girling, E., Dapice, L., Palumbo, M. V., & Berry, P. (2005). Emergency preparedness volunteer training Program. Journal of Public Health Management Practice, 63-67.

Mulholland, K. (2002). Gender, emotional labour and teamworking in a call centre. Personnel Review, 31(3), 283-303.

Raising healthy concerns. (2005). New Zealand Business, p.12.

Noble, J., Rogers, L. & Fryar, A. (2003). Volunteer Management: An essential guide (2nd ed.). Australia: Volunteering SA Inc..

Noon, M. & Blyton, P. (2003). The realities of work (2nd ed.). London: MacMillan Press Ltd..

People & Strategy Pty ltd and Institute of Public administration Australia Incorporated. Performance management: A guide to good practice. (2001).

Roan, A., Bramble, T., & Lafferty, G. (2001). Australian workplace agreements in practice: The ‘hard’ and ‘soft’ dimensions. The Journal of Industrial Relations, 43(4), 387-401.

De Ruyter, K., & Wetzels, M. G. M. (2000). The impact of perceived listening behavior in voice-to-voice service encounters. Journal of Service Research, 2(3), 276-284.

Schweitzer, C. (2001). Sustaining the volunteer spirit. Association Management, 53(1), 80-87.

Society for Human Resource Management. (2011). 2011 employee job satisfaction and engagement (Research Report). Retrieved from http://www.shrm.org

Taylor, P., & Bain, P. (1999). An assembly line in the head: The call centre labour process. Industrial Relations Journal, 30(2), 101-117.

Taylor, P., Mulvey, G., Hyman, J., & Bain, P. (1998, September). Work organization, control and the experience of work in call centers. Paper for the 15th annual employment research unit conference “work futures”, Cardiff Business School.

Taylor, P., Mulvey, G., Hyman, J., & Bain, P. (2002). Work organization, control and the experience of work in call centres. Work, employment and society, 16(1), 133-150.

Van den Broek, D. (2003). Recruitment strategies and union exclusion in two Australian call centers. Relations Industrials, 58(3), 515-528.

Vitner, G., Shalom, V., & Yodfat, A. (2005). Productivity of voluntary organizations: the case of Counseling Services for the Elderly (CSE) of the National Insurance Institute (NII) in Israel. International Journal of Public Sector Management, 18(5), 447-462.

Auld, C., & Cuskelly, G. Volunteeer management program—volunteer management: A guide to good practice. (2000). Australian Sports Commission.




DOI: http://dx.doi.org/10.3968/j.css.1923669720130904.2603

Refbacks

  • There are currently no refbacks.


Copyright (c)



Reminder

  • How to do online submission to another Journal?
  • If you have already registered in Journal A, then how can you submit another article to Journal B? It takes two steps to make it happen:

Submission Guidelines for Canadian Social Science

We are currently accepting submissions via email only. The registration and online submission functions have been disabled.

Please send your manuscripts to [email protected]，or [email protected] for consideration. We look forward to receiving your work.

 Articles published in Canadian Social Science are licensed under Creative Commons Attribution 4.0 (CC-BY).

 

Canadian Social Science Editorial Office

Address: 1020 Bouvier Street, Suite 400, Quebec City, Quebec, G2K 0K9, Canada.
Telephone: 1-514-558 6138 
Website: Http://www.cscanada.net; Http://www.cscanada.org 
E-mail:[email protected]; [email protected]

Copyright © Canadian Academy of Oriental and Occidental Culture