The scale of occupational stress in the business process outsourcing industry

The work of call center agents is one of the most stressful jobs in the present-day world economy as they are dealing with truckloads of unexpected calls or requests frequently. Thus, the study determined the level of stress of night shift call center agents, determined how stress had affected their personal lives, and recommended job design for call center agents in order for them to cope with stress. A questionnaire on occupational stress measured through Occupational Stress Index (OSI) was administered. Results showed that the respondents, in general, reflected a very high level of stress. To cope with the high level of stress, the respondents with night shifts tends to use more of the avoidance coping scheme - cognitive avoidance; acceptance/resignation; seeking alternative rewards; and emotional discharge rather than approach coping - logical analysis; positive reappraisal; seeking guidance and support; and problem solving