Stress among call center agents and how they cope

Date of Publication

2008

Document Type

Bachelor's Thesis

Degree Name

Bachelor of Arts Major in Psychology

Subject Categories

Psychology

College

College of Liberal Arts

Department/Unit

Psychology

Thesis Adviser

Elena V. Morada

Defense Panel Member

Homer Yabut

Abstract/Summary

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.

Abstract Format

html

Language

English

Format

Print

Accession Number

TU13407

Shelf Location

Archives, The Learning Commons, 12F, Henry Sy Sr. Hall

Physical Description

87[33] leaves 29 cm.

This document is currently not available here.

Share

COinS