Journal of Organization and Human Behaviour

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Burnout and Quality of Life among Call Centre Executives


Affiliations
1 Department of Hospital Administration, Chandigarh., India
2 Department of Medical Records, Chandigarh., India
3 Department of Psychiatry, PGIMER, Chandigarh., India
4 Department of Psychology, Punjabi University, Patiala., India
     

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The manifestation of Burnout among young call centre executives is presently seen very evidently. The question before us is whether executives with exhaustion are leading a good quality life or not. The aim of the present investigation is to explore the quality of life and burnout of the domestic and international call centre workers while taking into account their marital status. For this purpose, 80 call centre workers aged between 25-35 years were studied. Maslach Burnout Inventory (1981) was administered to assess the level of burnout and World Health Organization Quality of Life Scale (WHOQOL-BREF) was used to assess the quality of life of the respondents. Two way analysis of variance (2 way ANOVA) was applied for analysing of the obtained data. The findings revealed that married and unmarried call centre workers differed significantly on physical health and emotional exhaustion. Surprisingly, unmarried call centre workers scored better than married ones. The findings have been discussed within the context of call centre working schedules and earlier studies.

Keywords

Call Centre, Quality of Life
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  • Burnout and Quality of Life among Call Centre Executives

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Authors

Raman Sharma
Department of Hospital Administration, Chandigarh., India
Ravinder Yadav
Department of Medical Records, Chandigarh., India
Pallavi Aggarwal
Department of Psychiatry, PGIMER, Chandigarh., India
Nanika Singh
Department of Psychology, Punjabi University, Patiala., India

Abstract


The manifestation of Burnout among young call centre executives is presently seen very evidently. The question before us is whether executives with exhaustion are leading a good quality life or not. The aim of the present investigation is to explore the quality of life and burnout of the domestic and international call centre workers while taking into account their marital status. For this purpose, 80 call centre workers aged between 25-35 years were studied. Maslach Burnout Inventory (1981) was administered to assess the level of burnout and World Health Organization Quality of Life Scale (WHOQOL-BREF) was used to assess the quality of life of the respondents. Two way analysis of variance (2 way ANOVA) was applied for analysing of the obtained data. The findings revealed that married and unmarried call centre workers differed significantly on physical health and emotional exhaustion. Surprisingly, unmarried call centre workers scored better than married ones. The findings have been discussed within the context of call centre working schedules and earlier studies.

Keywords


Call Centre, Quality of Life

References