The Burnout Level of Call Center Agents in Metro Manila, Philippines

Montalbo, Agnes F.

doi:10.18052/www.scipress.com/ILSHS.70.21

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The Burnout Level of Call Center Agents in Metro Manila, Philippines

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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.

Info:

Periodical:

International Letters of Social and Humanistic Sciences (Volume 70)

Pages:

21-29

DOI:

https://doi.org/10.18052/www.scipress.com/ILSHS.70.21

Citation:

A. F. Montalbo, "The Burnout Level of Call Center Agents in Metro Manila, Philippines", International Letters of Social and Humanistic Sciences, Vol. 70, pp. 21-29, 2016

Online since:

June 2016

Authors:

Agnes F. Montalbo

Keywords:

Burnout, Call Center, MBI-GS, Mental Health, Well-Being

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Distribution:

Open Access

This work is licensed under a
Creative Commons Attribution 4.0 International License

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Cited By:

[1] M. Apag, R. Sison, "Exploring Critical Issues of Technical Support in Contact Centers of the Philippines", Proceedings of the 2017 ACM SIGMIS Conference on Computers and People Research - SIGMIS-CPR '17, p. 133, 2017

DOI: https://doi.org/10.1145/3084381.3084383

[2] N. Harry, "Call centre agents’ emotional intelligence as predicators of their exhaustion and professional efficacy: The moderating effect of meaningfulness", SA Journal of Industrial Psychology, Vol. 47, 2021

DOI: https://doi.org/10.4102/sajip.v47i0.1819