Occupational Stress in a Call Center Center

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Occupational Stress in a Call Center Setting

There are a number of individuals who experience stress relating to their profession. Occupational stress is defined as “Job related stress, which often comes from occupational duties for which people perceive themselves as having a great deal of responsibility.” (Seaward, 2012) With different occupational comes many different forms of occupational stress. Personally, I though it would be interesting to research occupational stress in a customer focused environment.

In a call center setting, most associates interact first hand with customers through phone call or even chat servicing. Many businesses depend on call centers to address numerous customer concerns about account status, collection activity, and complications with a product or service and online assistance. I thought it would be interest to take a look at occupational stress within a call center setting including chat servicing that is perform within a call center setting as well.

The different type of stressors is the first of many topics in reference to occupational stress that I have focused on. A few of the main stressors in call centers include the nature of the job, quality versus quantity conflict, and job intensity. ( Suri & Rizvi, 2008) Call center employees are typically expected to meet to strict monetary goals, and to undertake high levels of quality monitoring while delivering an exceptional customer service interaction. I will also provide information in regards to the effect of occupational stress.

With the technological growth in our society there is a great need for call centers. Role conflict occurs when supervisors have the duty to support call center empl...

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...ain productivity. It is important that the unique form of occupational stress in call centers is addressed within all call centers to increase the awareness of these finding. The need for call center is steadily increase therefore; it is possible that occupational stress with continue to be an issue within this setting.

References

Suri, S., & Rizvi, S. (2008). Mental health and stress among call center employees. Journal of the Indian Academy of Applied Psychology, 34(2), 215-220.

Dean, A. M., & Rainnie, A. (2009). Frontline employees' views on organizational factors that affect the delivery of service quality in call centers. Journal of Services marketing, 23(5), 326-337.

Seward, B. (2012). Managing stress: Principles and strategies for health and well-being. (7th ed.). Burlington, Ma: Jones and Barlett Publishing.

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