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The burnout level of call center agents in metro Manila, Philippines
[journal article]
Abstract The aim of this study was to measure the exhaustion, cynicism and professional efficacy that would determine an individual's level of burnout. A convenient sample of employees (N=747) was obtained from different call centers in Metro Manila. The results indicated a high level of exhaustion for the a... view more
The aim of this study was to measure the exhaustion, cynicism and professional efficacy that would determine an individual's level of burnout. A convenient sample of employees (N=747) was obtained from different call centers in Metro Manila. The results indicated a high level of exhaustion for the age group of 18-29 years old and for the female respondents. More than half of the respondents were high in cynicism and those who reported a low professional efficacy were mostly females. Age showed a significant relationship with exhaustion and cynicism while tenure at present job showed a significant relationship with professional efficacy. Results implied that working in a call center may lead to employee burnout especially for females and those who are new in their job.... view less
Keywords
mental health; physical stress; well-being; call center; job entrant; woman; burnout; Philippines
Classification
Medical Sociology
General Psychology
Occupational Research, Occupational Sociology
Document language
English
Publication Year
2016
Page/Pages
p. 21-29
Journal
International Letters of Social and Humanistic Sciences (2016) 70
ISSN
2300-2697
Status
Published Version; peer reviewed