Work Responsiveness, Work Efficiency, and Call Center Employee Performance at Persahabatan General Hospital

A Cross-Sectional Study

Abstract

Background: Hospital call centers are a frontline service channel in which prompt and efficient employee work may influence the quality and continuity of patient communication. Objective: This study examined the associations of work responsiveness and work efficiency with call center employee performance at Persahabatan General Hospital. Methods: A quantitative cross-sectional design was used. The population and sample comprised all 40 call center employees, selected through total sampling. Questionnaire data were analyzed using multiple linear regression after diagnostic tests for normality, multicollinearity, and heteroscedasticity. Results: Work responsiveness was positively associated with performance (B = 0.273, SE = 0.094, t = 2.917, p = .006), as was work efficiency (B = 0.454, SE = 0.106, t = 4.273, p < .001). The overall model was significant, F(2, 37) = 28.051, p < .001, and explained 60.3% of the variance in performance (R² = .603; adjusted R² = .581). The bivariate correlations of responsiveness and efficiency with performance were r = .638 and r = .715, respectively (both p < .001). Conclusion: Both work responsiveness and work efficiency were positively related to employee performance in this hospital call center. Because the data were cross-sectional and based on a small, single-site sample, the findings should be interpreted as associations rather than causal effects.