Evaluating the Impact of Overall

Stress and Excessive Workload in

a Call Center Industry

ABASOLO, Elmer Gerald E.

BITO-ONON, Nestty V.

PIGAO, Cherry Lou C.

A Requirement for the Program

BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION

MAJOR IN MARKETING MANAGEMENT

SAN PEDRO COLLEGE OF BUSINESS ADMINISTRATION

AY 2024
 Evaluating the Impact of Overall Stress and Excessive Workload in a Call Center Industry

CHAPTER 1

Introduction.

In today's fast-paced business landscape, the call center industry stands as a

essential component in ensuring seamless communication between organizations

and their customers. However, amidst the relentless pursuit of customer satisfaction

and operational efficiency, call center employees often find themselves navigating

through a labyrinth of stress and excessive workloads. The toll of constant pressure,

demanding quotas, and extended hours can profoundly impact the well-being of

these frontline workers, while also potentially compromising the quality of service

provided.

As organizations strive to optimize their call center operations, it becomes imperative

to delve deeper into the intricate interplay between overall stress levels and

excessive workloads within this dynamic environment. Understanding the

multifaceted nature of stress and workload management is not merely a matter of

enhancing employee welfare; it directly correlates with organizational performance,

customer satisfaction, and ultimately, the bottom line. The significance of evaluating

the impact of stress and excessive workload in the call center industry extends far

beyond the confines of human resources management. It intertwines with broader

organizational strategies, encompassing aspects such as employee retention,

productivity enhancement, and fostering a culture of well-being.

By scrutinizing these factors through a rigorous research lens, businesses can

unearth invaluable insights that pave the way for informed decision-making and

proactive interventions. Against the backdrop of technological advancements,

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 Evaluating the Impact of Overall Stress and Excessive Workload in a Call Center Industry

evolving customer expectations, and an increasingly competitive landscape, the

need to address stress and excessive workload in call centers becomes even more

pronounced. Failure to do so not only compromise employee morale and job

satisfaction but also undermines the very foundation upon which efficient customer

service is built. In light of these considerations, this research endeavors to

meticulously evaluate the impact of overall stress and excessive workload in the call

center industry. By adopting a comprehensive approach that amalgamates

quantitative analysis, qualitative assessments, and industry best practices, this study

seeks to shed light on the underlying dynamics, identify potential pain points, and

propose actionable recommendations for fostering a healthier, more sustainable

work environment within call centers.

Through this endeavor, we aim to contribute to the body of knowledge surrounding

workforce management in the call center sector, empower organizations to

proactively address the challenges posed by stress and excessive workload, and

ultimately, foster a culture of resilience, engagement, and excellence in service

delivery.

Statement of the Problem.

1.What do the respondents do in order to recover from stress related to their work?

2.What are the perceived motivating factors outbound call center agent’s

performance specially in reaching their weekly quotas?

3.What are the long-term effects of sustained overall stress and excessive workload

on the career development and professional growth of call center employees?

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 Evaluating the Impact of Overall Stress and Excessive Workload in a Call Center Industry

Hypothesis.

To answer the stated problems, the researchers formulated the following null

hypotheses:

Ho1: Call center agents feel stressed about different things like having too many

calls, working for a long time, issues with coworkers, and rules at work.

Ho2: Many of them might use certain things to help them feel better. For example,

some might take short breaks to relax, chat with coworkers for support, or even listen

to music between calls. Others might use deep breathing exercises or positive

thinking to manage their stress

Ho3: The idea is that to create a good plan to help call center agents, it's important to

look at a bunch of information. This includes numbers about how they're doing at

work, what they say about their experiences, and details about their workplace. The

goal is to figure out exactly how much of this information is needed to create a plan

that really helps them.

Scope and Delimitations.

The study examines into stress levels and workload among call center employees in

San Pedro City, Laguna, with a focus on the specific problems and work

circumstances that contribute to stress and overwork. Surveys will be used to collect

data on how stress and workload affect employees' mental and physical health, job

satisfaction, productivity, and general well-being. The study may be limited due to

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 Evaluating the Impact of Overall Stress and Excessive Workload in a Call Center Industry

data availability, participant access, and study scope. However, by overcoming these

obstacles, the study aims to provide useful insights into the effects of stress and

excessive workload on call center personnel, allowing for a better knowledge of the

workforce's difficulties and guiding initiatives to improve working conditions.

Significance of the Study.

Developing optimal performance requires understanding the appropriate

reward. Including Good labor relations are essential to the operating of any business

process outsourcing industry. The following are the possible advantages of this

study:

a) BPO Industry - This study aims to assist the BPO Industry figure out what

motivates employee performance and what types of rewards and recognition

operate effectively.

b) BPO Company - The results of this research will be used as a tool referenced

by BPO companies who provide their workers a lot of work to do because

they know that motivation increases performance.

c) BPO Employees - those working in the call center industry, will benefit more

from this study since it will assist in making them feel that their efforts are

valued and that the company is satisfying their needs in regard to motivation,

which boosts their productivity.

d) Call Center Agents- This research is particularly beneficial for active call

center agents, who are also referred to as customer service representatives

(customer service representatives), as it offers them a tool to figure out the

elements that drive them the most.

Theoretical Framework.
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 Evaluating the Impact of Overall Stress and Excessive Workload in a Call Center Industry

Evaluating stress and workload in a call center involves looking at two important

ideas from psychology. One idea, called the Stress-Strain-Coping Model, says that

work stress can lead to problems like lower performance and more people leaving

their jobs. It also says that how people cope with stress is crucial. So, understanding

how call center workers deal with stress and workload is really important (Lazarus &

Folkman, 1984).

Another theory, the Job Demands-Resources Model, talks about how too much work

and not enough support can affect employees. It says we need to balance the

amount of work with having enough help to avoid burnout and keep employees

happy (Demerouti et al., 2001). These theories will help us study stress, workload,

coping, and outcomes in call centers. The goal is to give practical advice to

companies to make things better for their employees.

Stress-Strain-Coping Model: Drawing from Lazarus and Folkman's model, this

framework examines how stressors in the call center environment lead to strain (e.g.,

decreased performance, increased turnover) and how coping mechanisms moderate

this relationship.

Job Demands-Resources Model: This theory posits that excessive workload in

conjunction with inadequate resources can lead to negative outcomes such as

burnout and decreased performance, highlighting the importance of balancing

demands with supportive resources.

Conceptual Framework.

a) Overall Stress: This encompasses various stressors such as workload, time

pressure, role ambiguity, and interpersonal conflicts.

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 Evaluating the Impact of Overall Stress and Excessive Workload in a Call Center Industry

b) Excessive Workload: Quantifiable measures of workload including number of

calls handled, duration of calls, and frequency of shifts.

Mediating Variables:

a) Coping Mechanisms: Strategies employed by call center employees to manage

stress and workload, such as breaks, social support, and time management

techniques.

b) Job Satisfaction: The level of contentment and fulfillment experienced by call

center employees, which can influence their perception and response to stress and

workload.

Dependent Variables:

a) Employee Performance: Objective metrics like call resolution time, customer

satisfaction ratings, and attendance records.

b) Employee Well-being: Subjective measures including self-reported stress levels,

burnout symptoms, and overall psychological health.

Definition of Terms.

Ambiguity - the trait of being ambiguous or open to multiple meanings.

Call Center - an agent of an organization who takes both inbound and outbound calls

from clients.

Coping Mechanism - behaviors intended to keep stress or negative feelings at

distant.

Endeavor - to do your best to succeed in achieving the goals.

Excessive Workload - refers to an overwhelming amount of tasks, responsibilities or

customer interaction.
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 Evaluating the Impact of Overall Stress and Excessive Workload in a Call Center Industry

Impact - to strongly influence a situation or person.

Quantifiable - capability of being measured and explained as a number.

Quotas - a goal being set by the management for the call center agent to achieve

may it be daily, weekly or monthly.

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