Management Practices in a Fully Remote Work Environment

Last registered on October 19, 2024
View Trial History

Pre-Trial

Trial Information

General Information

Title
Management Practices in a Fully Remote Work Environment
RCT ID
AEARCTR-0014604
Initial registration date
October 18, 2024

Initial registration date is when the trial was registered.

It corresponds to when the registration was submitted to the Registry to be reviewed for publication.

First published
October 19, 2024, 9:48 PM EDT

First published corresponds to when the trial was first made public on the Registry after being reviewed.

Locations

There is information in this trial unavailable to the public. Use the button below to request access.

Request Information

Primary Investigator

Name
Cevat Giray Aksoy
Affiliation
EBRD and King's College London
Contact Primary Investigator

Other Primary Investigator(s)

PI Name
Cem Ozguzel
PI Affiliation
PSE
Contact Investigator

Additional Trial Information

Status
In development
Start date
2024-10-21
End date
2025-04-21
Keywords
Labor
Additional Keywords
Remote Work, Performance Bonuses, Job Satisfaction, Employee Retention, Call Centers
JEL code(s)
M12, M54, J24, L84
Secondary IDs
Prior work
This trial does not extend or rely on any prior RCTs.
Abstract
This randomized control trial aims to evaluate the impact of performance bonuses and 1:1 meetings with team leaders on performance metrics, retention, and job satisfaction among call center agents working remotely. The study involves two treatment arms: one with performance bonuses only and another with both performance bonuses and bi-weekly 1:1 meetings. The study will involve 900 agents, split equally across treatment arms and a control group, with randomization conducted at the individual level. The trial will track agent productivity, retention, and job satisfaction over six months.
External Link(s)

Registration Citation

Citation
Aksoy, Cevat Giray and Cem Ozguzel. 2024. "Management Practices in a Fully Remote Work Environment." AEA RCT Registry. October 19. https://doi.org/10.1257/rct.14604-1.0
Sponsors & Partners

There is information in this trial unavailable to the public. Use the button below to request access.

Request Information
Experimental Details

Interventions

Intervention(s)
1. Performance Bonuses Only: Call center agents will receive performance-based bonuses for achieving specified targets.
2. Performance Bonuses + 1:1 Meetings: In addition to performance bonuses, agents will have bi-weekly 1:1 meetings with team leaders aimed at providing feedback and support.
Intervention Start Date
2024-10-21
Intervention End Date
2025-04-21

Primary Outcomes

Primary Outcomes (end points)
• Performance Metrics: Number of calls handled, average handling time, call quality scores.
• Job Satisfaction: Assessed through employee surveys, focusing on overall satisfaction and engagement.
• Retention: Measured by the rate of employee turnover in each treatment arm.

Primary Outcomes (explanation)
• Performance Metrics: Number of calls handled, average handling time, call quality scores.
• Job Satisfaction: Assessed through employee surveys, focusing on overall satisfaction and engagement.
• Retention: Measured by the rate of employee turnover in each treatment arm.

Secondary Outcomes

Secondary Outcomes (end points)
• Employee Motivation: Survey questions assessing motivation and perceived support.
• Team Cohesion: Social network analysis to assess the level of communication and cohesion among team members.
• Career Development Perceptions: Employee perspectives on career growth and development opportunities.
Secondary Outcomes (explanation)
• Employee Motivation: Survey questions assessing motivation and perceived support.
• Team Cohesion: Social network analysis to assess the level of communication and cohesion among team members.
• Career Development Perceptions: Employee perspectives on career growth and development opportunities.

Experimental Design

Experimental Design
A randomized control trial with individual-level randomization among 900 call center agents. The sample will be split equally across three groups (300 agents per group): one control group, one group receiving performance bonuses, and one group receiving both performance bonuses and 1:1 meetings.
Experimental Design Details
Not available
Randomization Method
Randomization done in office by a computer.
Randomization Unit
900.
Was the treatment clustered?
No

Experiment Characteristics

Sample size: planned number of clusters
900 call center agents.
Sample size: planned number of observations
About 162,000 observations for 900 call center agents over six months at a daily level.
Sample size (or number of clusters) by treatment arms
300 agents per treatment arm.
Minimum detectable effect size for main outcomes (accounting for sample design and clustering)
Supporting Documents and Materials
IRB

Institutional Review Boards (IRBs)

IRB Name
King's College London
IRB Approval Date
2024-10-17
IRB Approval Number
MRA-24/25-45857
Analysis Plan