The burnout level of call center agents in metro Manila, Philippines

Montalbo, Agnes F.

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%T The burnout level of call center agents in metro Manila, Philippines
%A Montalbo, Agnes F.
%J International Letters of Social and Humanistic Sciences
%N 70
%P 21-29
%D 2016
%@ 2300-2697
%X 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.
%C CHE
%G en
%9 journal article
%W GESIS - http://www.gesis.org
%~ SSOAR - http://www.ssoar.info