A case study on occupational stressors and effective stress management interventions from a call center perspective

Abstract

This case study explores the realities of work stress in the Nigerian call center context and employees’ views on how effective stress management practices can improve workplace well-being. A total of 30 participants (20 call center agents and 10 team managers) employed in two different call centers took part in the study. Semi-structured interviews were conducted about the impact of call center working conditions on employee well-being while thematic content analysis was used to analyze the data. The findings unveiled various interpretations of how participants perceived call center stressors and the various coping strategies used in managing job stress. Furthermore, recommendations were made for call center organizations within this context to implement organizational-levelled stress management practices rather making employees indulge in individual coping abilities. Thus, the implication of study is to create a scholarly awareness on how occupational stress is perceived and interventions conceptualized in service jobs within a non-Western context where literature is rare.