International Conference on Technology and Business Management

March 28-30, 2011

Job Stress of Call Centre Employees

Meera Sharma R. L. Raina Ravindra Sharma mera.sharma@yahoo.co.in ratanraina10@yahoo.com ravindrasharma97@gmail.com Shri Guru Ram Rai Institute of Technology & Science, Dehradun Abhay Kumar Tiwari tiwariak@email.com ICFAI, IBS, Dehradun
The dynamics of technology and innovation has now developed talented workforce with novel ideas encompassing the inventive awareness. Today employees work in technology driven environment in which mostly the main business is run by the computer technology. Most widespread paradigm of technology is the Call Centre Industry. It is found that customer service departments are most stressful areas to work. Poor ergonomics, irregular sleeping / working hours, time pressure, high call volume and low job security are the main stressors found among CCs employees. In this paper an attempt has been made to analyse the major deal of Job stress in call centres due to wheezy technology. Keywords: Job Stress, Call Centre, Work Place Stressors, Stress Management Strategies

1. Introduction
Bootstrapping new technologies have accelerated the work environment in the present age of globalization and made a rapid headway with the elevated command of change towards the new trend of businesses. Most widespread paradigm of technology is the CCs Industry which is the mix of people, communication and technology. The technology and software used by the CCs industry is fast developing the powerful workstations. Due to this new adroitness, employees working with call centres are busted under the pressure at workplace. In this modern era, where the business dealings are mainly done through telephones, mobiles and internet, the work efficiency is much faster than those in the primordial times and the major foundation of outrival of CCs industry. CCs working patterns crossed the time limit and have speeded the working hours in offices. The trend of night shifts is the well-known element of CCs workings which brought different work-sleep patterns for employees. Lucrative benefits provided by the call centres attract the young graduates having strength to work hard for their better future prospects. Work competitions between the companies have attracted more impatient ways of working in shifts. Employees working with CCs industry are involved in making and taking calls, handling the customers over phone, dealing with altered moods of customers, and working with computers and other electronic equipments constantly. In spite of various newly developed State-of-Art facilities now being developed to reduce employees stress, the job stress of employees is unavoidable and a subject of major concern. Work-related illnesses, low production, decreased job satisfaction, absenteeism, high turnover, and reduced customer satisfaction are the negative outcomes of such workplace stress. The objective of this study is to asses the stress level of CCs employees and analyzes general causes of stress at work place. This paper is an attempt to lighten the causes of major deal of Job stress in call centres due to wheezy technology and recommend strategies to overcome such stress.

2. Job Stress in Call Centres

Call Centres were first started in USA in 1908 after the invention of sell advertisement in a telephone book. (Kertinson Norman, 2005) and constituted as one of the rapidly growing businesses. It is estimated that in South East Asia, India the annual growth of CCs is 50%. (Kertinson Norman, 2005). Technology is the pedestal of Call Centres. CCs have an essential role in raising the economic development of the country. The computer technology has become a critical component of workplace management in call centres (Batt, 1999). The concept of Day-Night shifts has directly stirred the economy and has created large number of jobs to many undergraduates and graduates enabling them to work hard with lucrative settings. National Academy of Science (2000) highlighted that potential new hazards emerged from new technologies. New methods of business development have exerted a pressure on employees for high demand and continuous learning and had 601

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brought a change in the life style of employees working in shifts. As a result, employees are facing fear of loss of job, poor interpersonal relationships, and intensified customers interaction with profound partaking with information and communication technologies. Praful Bidwani (2000) tinted the stress of mass of young graduates working with CCs due to low future advancements and the exploitation made to the young English speaking graduates. He added that job of call centres are nothing but an irrational exuberance devoid of factual values that bend the real issue confronting the country. It is well known fact that stresses of CCs employees reaches to a peak at the time when global issues become the main concern. Let us understand the Job stress of employees working with call centre. A psychologist Hans Selye (one of the founding fathers of stress research) first introduced the concept of stress into the life science in 1936. He defined stress as The force, pressure or strain exerted upon a material, object or person which resist these forces and attempt to maintain its original state. Job stress is one kind of Daily Hassle also called Minor Events where an employee is faced by daily work pressures, opportunities or demand. Job stress has been defined differently by various researchers. Irene D. Houtman (2007) defined as Job Stress is a pattern of reactions that occurs when workers are presented with work demands that are not matched to their knowledge, skills or abilities to cope. It was proven that the affirmative attitude towards ones job envisage high level of performance (Rashmi Shahu and S. V. Gole Sept. 2008). Various studies discovered the number of actual causes of stress termed as STRESSORS. Brian Luke Seaward has defined stressors as Situations, circumstances or any stimulus that is perceived to be a threat is referred to as a stressor or that which causes or promotes stress. Thus stressors can be external or internal or a blend of both, depending upon from where the demand / pressure come on an individual. There are various stressors found by number researcher highlighting the job stress among the employees working in call centre. Poor ergonomic, Verbal abuse, Working environment, low job security, Voice health, less holidays and less future prospects are the major among them. The main cause that is most frequent and everyday stress is the call handling process. The call handlers are provided the display screen equipment all the time and thus faces lot of DSE display screen related hazards) which thus results in great stress. Ergonomic has important role in terms of workplace stress. Workplace technology foundation (2003) revealed that it is the poor ergonomics at workplace responsible for high stress and its negative outcomes in the form of Upper Extremity Musculoskeletal Disorders (UEMSDS). The researcher explain three major types of factors responsible for CCs stress such as Biomechanical Risk Factors such Awkward postures, lack of natural light, excessive force / repletion, hitting keys and mouse, visual Issues of inappropriate monitor distances, and individual work style complexities. Psychological Factors like poor interpersonal relationships, Low control over job factors, decreased job autonomy, Low job security etc. Mukesh G. Harinsinghani and his group of researchers (2004) exposed the importance & effects of altered workplace ergonomics and its effects with workplace stress. Since CCs workings are mainly sitting at one place and thus lack of work-task variation is also the important causes of stress and ill health resulting in various musculoskeletal diseases (Balci and Aghazadheh, 2004). Mostly of the time, the equipment failure triggers the stress of a customer care executives where they fail to satisfy the customer on line which is thus a great causes of high acute stress. Lack of training is also another cause of Job stress. Due to improper training, the employees experience stress to handle the electronic equipments in satisfying the customers online. Very few results were found to highlight the intrinsic stressors of CCs employees. The major concern is the poor ergonomics and poor management that result in stress. The other causes of stress are loss of voice, loss of hearing and acoustic shocks. Since CCs workings are concern with the daily operations, exposure to higher noise levels such as the fax tones, holding tones, and high pitch tines from mobiles phones and other equipment noise. Salary offered to CCS employees is quite low (Fernic and Metcalf, 1998, Taylor and Bain1999, Kerstin Norman 2005). A Canadian study found the high association of Call-time pressures with employees stress. Since the employees are given the scripted dialogue to interact with customers, low flexibility in communication and repeated work bring stress in the mind of employees. Workplace stress depends situation to situation; it is commonly found that crashing comps can increase the stress level too which is more common in call centres (Liz Miller, TOI, 2010). The work of employees in call centre totally depends on computer and other electronic equipments, slow boot times viral infection & long wait for solution are the causes behind General Computer Stress Syndrome. Study conducted found that users face a continuous state of technical anxiety ad challenges.

3. Consequences of Work Place Stress

There can be numerous different organizational issues and level of intensity causing stress depending on its influence and occurrence. Level of job stress is a subject matter of consideration. Job burnout is a psychological syndrome that occurs in response to chronic interpersonal stressors on the job and mainly found among call centre employees. (V.P. Sudhashree, K. Rohith, K. Shrinivas (2005), Maslach, Schaufeli and Leiter (2001)). Researcher found chronic fatigue, insomnia and absenteeism most common consequences of Job stress of call 602

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centre employees. There is also an evidence that 30-40% of the employees working in call centre suffer computer vision syndrome such as eye problems, soreness, dryness, blurred vision, light sensitivity and headache (V.P. Sudhashree, K. Rohith, K. Shrinivas (2005). Findings of various studies stated that downsizing, mergers, turnover and stress related illnesses are the outcomes of burnout having three dimensions such as Exhaustion, Cynicism and inefficiency. Several efforts were made and extensive literature survey was done to find out all possible interventions to alleviate job burnout. Improving Emotional intelligence was recommended to cope up with burnout. (Vinita Duraisingam and Maureen F. Dollard, (2005). One another important factor closely observed in relation to job burnout is Neuroticism (tendency to experience negative emotions) which has a positive impact on burnout. A study by Health & Safety Executive found that daily personal noise exposure of call centre operators is unlikely to exceed the 85 dB(A) action level defined in the Noise at Work Regulations 1989. Researches have been prepared mainly to bring awareness and advice on health and well-being of the employees. Latest record (Nov 2004) stated that the estimated costs of work related stress costs the UK economy 7 billion a year in sick pay, cost production and NHS Costs. Stressors identified were the longhours culture, reduced job security, the influx on modern technologies etc. An updated and re-revised (Palmer et al 2003) model on stress was developed highlighting the potential hazards such as Demands, Control, Support, Relationships, Role and Change. Palmer and Cooper 2004 explain that this model helps in assessing the symptoms and outcomes of stress and its impact on financial loss / costs. It helped to develop a stress policy which is also made available on HSE website. This study assesses the level of work stress and emphasis to reduce the hazards through stress management programmes and provide a new hope to employees to work in challenging and environment with better rewards. (Stephen Palmer, 2004) Also highlighted in research the various stress reactions that results in diseases arthritis (inflammatory joint pains) and measured psychological work conditions. Its scientifically proven that stress can decrease immunity function rendering individual more susceptible to health challenges. According to this study, chronic arthritis makes human being most disabled. Mostly found chronic arthritis gout, osteoarthritis and rheumatoid arthritis. Though various researches were done in this area, researchers are still to cover types of stress affecting arthritis. Based on various issues raised it was found that Arthritis occurs more commonly in those who carry with them certain specific personalities. Thus, the rheumatoid arthritic patients are usually nervous, tensed, worried, depressed, and moody. It has been found that stress causes arthritis resulting in high stress and depression. Recommended methods to fight such depression were imipramine (tricychic antidepressant), rest and physical therapy, regular yoga practice in the early stages of disease. Ms. Subhashree Panda, (April 2007) Various psychological consequences such as an individual experiencing tension, headache, high blood pressure, psychological and behavior consequences of stress (Neha Agarwal and Seema Verma, March 2010. Studies reveal that in-spite of long hard working hours with high pressure, employees who do not get Effort Reward- Imbalance Reward are more likely to get risk of Cardiovascular disease and can result into death increasing the rate of mortality. Various Cardiovascular disease were studies and to improve the cardiovascular health, it was advised to stop smoking, cut down drinking, eat less fat, and engage in physical activities along with various other recommendations made by the researcher. Cardiovascular Mortality 1973- 2001 was measured from national mortality register. Study reveals that high Job strain and high demand at work continuously may result in cardiovascular diseases and high rate of mortality caused due to such diseases. (Mika Kivimaki, Paivi Leino Arjas, Ritua Luukkonen). Due to increasing competitions at the workplace, employees are working hard to meet deadlines. This tremendous pressure of work in the minds of employees results in Stress, Job burnout and Aggression. Susan Chirayath. European Working Condition survey done in 2000 uncovered diverse of work related problems of the employees. Among various health problems such as risk of cardiovascular diseases, musculoskeletal disorders, shoulder-arms-wrist-hand problems and other were found to be 28% suffered by the working people. (European Foundation for the Improvement of Living and Working Conditions).

4. Research Methodology
Research Formation: A meticulous attempt has been made to provide a comprehensive meaning to the research and obtain the specific and reliable data; the research problem has been formulated as to study the ways to enhance the productivity of call centre employees working in night shifts by minimizing the impact of their job stress. Objectives of the Study To asses stress level of call centre employees. To analyze their general causes of stress at work. 603

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To highlight the stress management strategies to reduce employees stress and ascertain the increase in their production rate.

Research Design In this research descriptive research design is being used by authors in order to obtain a proper definition of problem with the help of literature surveys. Descriptive research design is best suited for formulation a problem for precise investigation. Data was collected by obtaining feedback by sending questionnaires to the executives of employees of a call centre employees. This data has been used to assess and analyze the problem of low productivity due to high stress. The sample size is 50 and the data was collected from various call centres of Dehradun (Uttarakhand). The simple random sampling procedure is adopted. A structured and validated questionnaire has been used for data collection.

5. Data Analysis and Interpretation

Table1 Distribution of Respondents According to Demographic Characteristics Age Frequency 18-22 23-27 28-32 32 years & above Gender Male Female Marital Status Married Unmarried Divorcee Educational Qualification Below Graduate Graduate Post graduate Others Family Type Jointly Nuclear Annual Family Income Less than 1 lac Between 1 lac to 2 lacs Between 2 lac to 3 lacs Above 3 lac Total 9 11 8 11 42 16 26 2 15 13 2 38 4 27 14 9 18 11 4

Profile of the Respondents: Demographic characteristics presented in the above table indicates that most of the respondents falls in the different age group, Out of 42 respondent, 9 belong to the Age group 18-22, 18 belong to the age group 23-27, 11 of group 28-32 and 4 from the age group above 32 years. The analysis indicates that the sample is dominated by the respondents of category of age group between 23-27 working in the Call Centre. As shown in the chart above, gender results showed that 27 out of the total respondents are male and 14 are female. It was found that out of total 42 respondents, total 38 were married and 4 were unmarried. The family background of the respondent shows that 16 among 42 who responded belong to Joint family whereas 26 were from Nuclear family. The gender results showed that 27 out of the total respondents are male and 14 are female. An attempt was made to know the educational background and its relevance with the with the Job stress The analysis indicates that as many as one third of the respondents in the sample were graduate and post graduate. It was also found that out of 42 respondents, 2 are below Graduate, 15 are Graduate, 13 are post graduate, and 2 604

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have shown other as their educational background. It was found that most of the respondents have their family income between Rs.1 to 3 lac per annum.
Table 2 Agreement of Respondents on Given Statements I Am Always under Stress due to Low Job Security 2 12 8 14 6 Timely Lack of Proper Training is the Cause of my Stress at Work 2 11 8 16 5 My Boss gives me Stress 5 19 6 11 1 My Subordinates give me Stress 1 8 7 12 14 My Group gives me Stress 5 7 13 17 My Loneliness gives me Stress 4 7 14 17

Agreement Strongly Agree Agree Cannot Say Disagree Strongly Disagree

Table 3 Agreement of Respondents on Given Statements My Friend helps me in coming out of Stress 10 22 5 2 3 My Stress is reduced when I am in Family 4 8 10 14 6 My Stress is reduced when my Mentor convince me 12 17 9 2 2 I Release my Stress by Shouting at Someone 12 11 5 8 6 1 1 11 29 I Feel Medicine Intakes is the way of Removing Stress

Agreement

A Small Break gives me Immense Relief from Stress

Strongly Agree Agree Cannot Say Disagree Strongly Disagree

15 17 4 1 5

6. Results and Discussion

According to the results it was found that Principal components & associated Variables indicates that the major factor indicating the Job Stress were Job security, Pressure of immediate boss, Poor Interpersonal Relationships, and loneliness has been the dominant cause of Job Stress among the call centre employees.
Table 4 Opinion on How Much % of Productivity Decreases when you are in Stress

IMPACT OF JOB STRESS ON PRODUCTIVITY

18% 16% 14% 12% 10% 8% 6% 4% 2% 0%

17% 15% 10% 15%

PERCENTAGE

2%
Upto 20% Upto 35% Upto 50% Upto 75% Upto 100%

LEVEL OF IMPACT OF JOB STRESS ON PRODUCTIVITY

Percentage

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International Conference on Technology and Business Management

March 28-30, 2011

Interpretation Table 4 An attempt was also made to know the results of Impact of Job Stress on Productivity of the employees working in call centre. It was found that 12 respondents believe e that their job stress hampers their 50 % productivity at workplace. 8 of them agree that their 75% productivity decreases due to Job Stress. Findings showed that total maximum respondents believe that their 75-50% productivity decreases due to various stressors at work place. Hence it has become imperative for the system to take measures to reduce the workplace stress and its impact on productivity increasing the Job satisfaction and Job Performance of the employees.

7. Conclusions
The main aim of this study was to highlight the hidden stressors among the employees working in the call centre. The study concludes that the work situation has the prospective where talents are rewarded, societal associations are formed, and significant professional ambitions are met. The Job stress of workers in call centre employees is varied, complex. It is significant that the organization should develop tool the check stress among their employees and recognize the way by which they reduced stress in employee up to the minimal level. Because it is also a hard core fact that profession like call center where employees need to communicate with their clients telephonically and provide solution to their quarries and problem in a real time bases, in such a situation arising stress is a natural phenomena. In order to reduce the impact of stress on production, this study recommends strategies to reduce stress at organizational levels. It is imperative for the organization to conduct Stress Management Programs periodically by Identify the stress, Designing and implementing the interventions and evaluating the interventions to prevent employees stress and its impact on the production at large.

8. Suggestions
It is suggested that the stress of call centre employees should be reduced both at individual and organizational level. With a risk of hearing damage due to non- stop use of headset and exposure to noise at call centre; There is a need to understand the hidden causes of stress and bring awareness on its negative outcome. In order to reduce such problem, proper training should be provided to the employees to know correct use of headset ad the volume control. Many researchers have highlighted the importance of Ergonomics in reducing the stress of call centre employee. Jacqueline A Patel. And Keith Broughton, 2002 tinted in their research that operators should be allowed time to make adjustments to their equipment and to clean and maintain it. Since improper office setup can one of the factor contributing to stress in call centre, such proper ergonomics will provide a well-planned and formulated infrastructure and facilities to its employees. It was found in various open ended questions where the employees demanded for cooperation, timely appreciation and friendly behave from the management, frequent organized by the management to give a change of mind to the employees, outdoor games, get together, more number of holidays. Employees also preferred in this survey that cash rewards for the best performers would also increase their satisfaction level and thereby reduce the level of stress. Many have demanded for higher level of non-monetary motivation in the form of better recognitions to the high performers. Few employees believe that such call centres should be at isolated places to increase productivity. Improper performance appraisals were also found to be their part of stress and hence efforts should be taken to improve it. Various Individual Level Interventions are yoga, meditation, and self management techniques as found essential after personal interview with many respondents of the study. Organizational Level Interventions as recommended in this study confirms that organizations should conduct several employees assistance program, workshops, seminars and conferences to increase employees awareness on Job Stress and conduct regular stress management programs as it has also become imperative to conduct numerous future researches on Stress Management Interventions to reduce the effects workplace stress and increasing the job satisfaction and productive of employees at large.

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