THE ROLE OF MENTAL GAME PLAYING ON PRODUCTIVITY OF EMPLOYEES: AN INTERVENTION STUDY IN UK CALL CENTRES

Abstract

This study explores the significance of mental game playing as a strategy to enhance objective productivity among call center employees. By leveraging work breaks effectively, mental game playing aims to maintain employee productivity and improve work arrangements. Employing an exploratory design, the research involved a four-week on-site intervention study with both a comparative group and an intervention group. Variations in productivity were analyzed using Analysis of Variance (ANOVA), with the average speed of answer serving as the primary performance metric. Results indicated that the intervention group exhibited peak efficiency during weeks three and four, attributed to improved workflow mid-week. However, the intervention group’s average productivity (37.7 calls per hour) was lower than the comparison group’s (55.62 calls per hour). These findings offer valuable insights for integrating mental game playing into employees' workflows to boost productivity, benefiting both employees and organizations