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

Montalbo, Agnes F.

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@article{ Montalbo2016,
 title = {The burnout level of call center agents in metro Manila, Philippines},
 author = {Montalbo, Agnes F.},
 journal = {International Letters of Social and Humanistic Sciences},
 number = {70},
 pages = {21-29},
 year = {2016},
 issn = {2300-2697},
 doi = {https://doi.org/10.18052/www.scipress.com/ILSHS.70.21},
 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 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.},
 keywords = {mental health; physical stress; well-being; Philippinen; Call Center; Frau; Berufsanfänger; call center; job entrant; woman; psychische Gesundheit; physische Belastung; Wohlbefinden; Burnout; burnout; Philippines}}