TO WHAT EXTENT ARE THE CALL CENTER EMPLOYEES EXPOSED TO STRESS: A RESEARCH ON THE CALL CENTER STAFF

Abstract

Stress, known as today's modern disease, is a concept that we all face in social life and work life. Today, organizations pay heavy costs due to the negative consequences of stress. In order for businesses to survive and achieve success, employers and managers need to take some precautions to keep workplace stress at an optimal level. Call center employees often experience occupational stress due to a number of stress factors. Environment, employers and managers need to take some precautions to keep stress at work at the optimal level. Accordingly, the stress level of call center employees, was determined through the answers given by 124 call center personnel to the survey questions. According to the data collected, job stress factors were analyzed in the SPSS program according to the demographic characteristics of the employees. The related study was carried out with call center personnel who work under two different corporate firms which located in Sivas city center. As a result of the research, it was determined that stress factors such as job structure, interpersonal relations, organizational structure, institutional structure and physical conditions create high levels of stress in call center employees.