Stress among call center agents and how they cope

• Main Author: Ferniz, Frances Faith F.
• Format: text
• Language: English
• Published: Animo Repository 2008
• Subjects: Psychology
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/2436
• Institution: De La Salle University

This study is intended to show the levels of stress in call center environment, particularly the stress levels of a call center agent. In addition, it also attempted to determine their coping mechanism when dealing with the stress they encounter at work. This research study was descriptive in design. The Copper Work Stress Questionnaire and Coping Mechanism Checklist were used to gather information. A total of 100 call center agents were asked to participate in the study. Analysis of variance was used to interpret data gathered from call center agents who answered the survey. For the Coping Mechanism Checklist, the responses were tallied into frequencies and ranked. Content analysis of the revealed that being a call center agent is not an easy job. They too, experience stress. An average mean of 2.2985 was derived from agents who reconsidered as performers and 2.4277 was derived from agents who are considered as non-performers. The data further revealed that call center agents experience the same level of stress regardless of their shift schedule and performance ranking. Furthermore, results shows that call center agents generally cope with stress by releasing of tension through laughing, joking, getting enough sleep, watching movies, seeking support from friends and family, going out of town and staying away from stressful situation.