The impact of person-organization fit on organizational identification and mental workload in call center employees

The aim of the research is to investigate the impact of person-organization fit on organizational identification and mental workload in call center employees. Subsequently, it aimed to examine the impact of person-organization fit on the sub-dimensions of Mental Workload Scale. 350 individuals working and serving in the same department of a public call center participating in a project participated in the research. For data collection, Person-Organization Fit Scale, Organizational Identification Scale and Mental Workload Scale were used. Data entry was made into SPSS 22.0 (Statistical Package for the Social Sciences) package program and reliability tests were performed, then independent sample t-test and one-way ANOVA tests were conducted. Confirmatory factor analysis was performed using SPSS AMOS 22.0 (Analysis of Moment Structures) program. Many studies have been conducted on call centers and their place in the industry sector has been examined in terms of the economic, social and psychological working conditions of their employees. It has been argued that call center employees are subject to certain challenges (Yılmaz, 2020: 382). According to this evaluation, the reason for preferring the working environment where the research was carried out is supported. According to the findings of the research, it was determined that individual-organizational fit has a significant and positive effect on organizational identification in call centers. Based on this effect, it was observed that organizational identification increased in call center employees with high individual-organizational fit. It was determined that individual-organizational fit had a negative and significant effect on mental workload and its sub-dimensions, except for the performance-related workload sub-dimension. Accordingly, it was observed that individuals with high individual-organizational fit in call centers felt less mental workload. Based on the findings obtained from the study, suggestions were made to practitioners specifically for call center employees to support individual identification and adaptation processes.