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| Year | 2011 50 Downloads |
| Volume/Issue/Review Month | Vol. - IV | Issue I | Jan |
| Title | Issues of Occupational Stress : A Study on the Call Center Employees |
| Authors | Indranil Bose |
| Broad area | Issues of Occupational Stress : |
| Abstract | Call centre industry is a well researched and highly debated field of study from different perspectives. One of the area of such concern remains the occupational stress due to different reasons including dubious identity issue, high performance target orientation etc. In this particular research paper first hand attempt has been made to find out the stress level and mental health dynamics among call center employees from different behavioural dimensions. For the purpose of the study, a total number of 100 employees have been selected from two different processes i.e. Domestic (N=50) and International (N=50) of a call center at Kolkata. The sample has included both male and female employees in equal number. Two scales namely Life Stress Scale and Mental Health Inventory were administered to all the subjects. Scores obtained have been further analyzed with the help of appropriate statistical tools like ANOVA and ttest. Results revealed that significant difference in stress and mental health observed with respect to both genders from domestic call center. Male employees from both the call centers differed significantly on stress scores. |
| DOI | Stress is one of the important consequences resulting from organizational culture. Occupational stress is a chronic disease caused by conditions in the work place that negatively affect an individual’s performance and overall well being of his body and |
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| Referenceses | Hill C W and Jones G R (2001), Strategic Management: An Integrated Approach, 5th Edition, Houghton Mifflin, Boston, MA. Nanda M (2006), A Handbook on Stress Management, Indialog Publications, New Delhi. Peterson M. and Wilson J F (2002), “The culture work health model and work stress” , American Journal of Health Behavior , Vol. 26, No. 1, pp. 16-24. Suri S and Rizvi S ( 2008), “Mental heath and stress among call center employees” , Journal of the Indian Academy of Applied Psychology, Vol. 34, No. 2, pp. 215-220. Taylor P and Bain P (2004), “An assembly line in the head: work and employee relationship in the call centre”, Industrial relations Journal, Vol. 30, No. 3, pp. 101-117. Taylor S E (1998), Positive illusions, Academic Press, San Diego. Trinkoff A M, Zhou Q, Storr C L and Soeken K L (2000), “Workplace access, negative proscriptions and job strain”, Nursing Research , Vol. 49, No. 2, pp. 83-90. |
