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This study explores the level of stress among call center employees. The aim of the research was to
analyze whether stress level varies with reference to gender, shift work, and type of organization
(inbound or outbound call center). A purposive sample of 191 Customer Support Representative
(men = 106 & women = 85) from three inbound and three outbound call centres of Lahore was
obtained. The age range of the sample varied from 19 – 40 years (M = 24.81, SD = 3.69). Degree of
Job Stress Scale (Chow, 2005) was utilized to measure the level of occupational stress; it is a 20
item self-report 5-point likert scale, the reliability of the scale ranged from 0.80 to 0.86. Customer
Service Representatives (CSR’s) were approached via their team leads at their work place. After
obtaining informed consent questionnaires were distributed among the CSR’s and were collected
subsequently. Reliability analysis of the scale was also conducted for the present sample, which
was significantly high (r = .88). The individual scores were then analyzed using SPSS and tstatistics was employed to analyze the results. The analysis confirmed the hypothesis and revealed
significant differences in the level of stress with reference to shift work and type of organization
(inbound or outbound call center). Present research has significant implications for call center
employees and management.
Ayesha Khalid, Ayesha Sarfaraz, Shehla Ahmed, Farah Malik. (2013) Prevalence of Stress among Call Center Employees, Pakistan Journal of Social and Clinical Psychology, Volume 11, Issue 2.
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