Impact of emotional intelligence and work attitude on quality of service in the Call Centre industry of Pakistan

This study examined the relationships among employees' emotional intelligence (EI), their manager's EI, employees' job satisfaction (JS), work attitude (WA) and performance for Call Centre employees in Pakistan. We predicted and found that EI and WA are positively associated with employee's job satisfaction and performance. The purpose of this research is to create realization at all hierarchical levels of organization about the importance the of EI and WA in Call Centre industry of Pakistan and how it can contribute positively in enhancing the quality of customer service. Although Call Centres are taking initiatives for improvements in quality of service but importance of people is ignored and many just focus on simply getting the calls answered, leaving little focus on good customer service.