Occupational Stress in a Call Center Center

1710 Words Jun 25th, 2018 7 Pages
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
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According to the textbook, a burnout is the first sign of stress at a job. (Seaward, 2012) This research greatly corresponds with the interviews conducted. Both individuals expressed experiencing a burnout working in a call center setting. It was interest to see that although chat agents are not on telephones, they still can experience a burnout as a result of the repetitive nature of chatting. This is very similar to a phone agent experiencing a burnout resulting from repetitive phone calls. Call centers are designed by corporations to “create an environment in which work can be standardized to create relatively uniform and repetitious activities so as to achieve economics of scale and consistent quality of customer service”. ( Suri & Rizvi, 2008)
Another major issue that caused call center associate to experience occupational stress includes the conflict of quality versus quantity. High quality customer service is one the major focuses of many corporations. This is found to be difficult for frontline employees because of the challenge to meet the customer needs while upholding the business policies. T.G. mentions that she found her job to be difficult and stress at times because of the lack of resource to truly assist the customer with their concern. (Personal communication, November 30, 2013) Research has been conducted to show that call center employee’s work efforts play a central role in the way a customer perceives the service quality. (Dean & Rainnie,

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