Diamond, Kenneth Lungile2026-08-252026-08-252010https://hdl.handle.net/10566/25267The call centre industry has been one of the fastest growing industries in South Africa. Call centres have for most companies become a basic business requirement for servicing customers. Zapf, Isic, Bechtoldt and Blau (2003: 311) argue that there are high levels of stress amongst employees in call centres, which they believe to be the result of both the work tasks and the interactions with customers. The aim of this study was to establish whether call centre work design and structure contributed to role stress amongst client service representatives (CSRs). It was also the aim of this study to establish whether role stress affected the CSRs' levels of job satisfaction and their intentions to quit from their jobs. The population for this study was 170 client service representatives, of which151 participated. The sample comprised both males and females, with different races and age groups. The data was collected using a self administered questionnaire, adopted from the study by Hang-yue, Foley and Loi (2005). The result of the study suggests that the CSRs, within the company under this study, experience role related stress, which is as a direct result of their work conditions. It was found that the CSRs experience role stress in terms of role conflict, role overload, and work-family conflict. However, this was not the case regarding role ambiguity. The results further showed that a negative relationship exists between role stress and job satisfaction.enCall CentreRole StressRole AmbiguityRole ConflictRole OverloadThesis