A case study on occupational stressors and effective stress management interventions from a call center perspective
Loading...
Date
2016-10
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
International Journal of Research Studies in Management
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.
Description
Keywords
Work stress;, Nigerian call center work, Stress management practices, Call center stressors, Non-western context