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

Montalbo, Agnes F.

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

ILSHS > ILSHS Volume 70 > The Burnout Level of Call Center Agents in Metro...

< Back to Volume

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

Full Text PDF

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

Export:

RIS, BibTeX, Text

Distribution:

Open Access

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

References:

[1] R. Periabras, The new call center capital of the world. The Manila Times. Retrieved from http: /www. manilatimes. net/philippines-the-new-call-center-capital-of-the-world/47984/, (2013).

[2] L. Holdsworth, S. Cartwright, Empowerment, stress and satisfaction: An exploratory study of a call centre, Leadership and Organization Development Journal, 24: 3 (2003) 131-140.

DOI: https://doi.org/10.1108/01437730310469552

[3] N. Malhotra, A. Mukherjee, The relative influence of organizational commitment and job satisfaction on service quality of customer-contact employees in banking call centers, Journal of Services Marketing, 18: 3 (2004) 162-174.

DOI: https://doi.org/10.1108/08876040410536477

[4] J. Singh, J.R. Goolsby, Behavioral and psychological consequences of boundary-spanning burnout for customer service representatives, Journal of Marketing Research, 94 (1994) 558-570.

DOI: https://doi.org/10.2307/3151883

[5] W.A. Visser, S. Rothmann, Exploring antecedents and consequences of burnout in a call centre: empirical research, SA Journal of Industrial Psychology, 34: 2 (2008) 79-87.

DOI: https://doi.org/10.4102/sajip.v34i2.734

[6] R.M. Hechanova, The call center as a revolving door: a Philippine perspective, Personnel Review, 42: 3 (2013) 349-365.

DOI: https://doi.org/10.1108/00483481311320444

[7] P.C. Ruppel, R. Sims, P. Zeidler, Emotional labour and its outcomes: a study of a Philippine call centre, Asia-Pacific Journal of Business Administration, 5: 3 (2013) 246-261.

DOI: https://doi.org/10.1108/apjba-02-2013-0008

[8] S. Choi, K. Cheong, R.A. Feinberg, Moderating effects of supervisor support, monetary rewards, and career paths on the relationship between job burnout and turnover intentions in the context of call centers, Managing Service Quality: An International Journal, 22: 5 (2012).

DOI: https://doi.org/10.1108/09604521211281396

[9] W.B. Schaufeli, B. P Buunk, Burnout: An overview of 25 years of research and theorizing. The handbook of work and health psychology, 2 (2003) 282-424.

DOI: https://doi.org/10.1002/0470013400.ch19

[10] W.B. Schaufeli, M.P. Leiter, C. Maslach, S.E. Jackson, The Maslach Burnout Inventory-General Survey, in C. Maslach, S.E. Jackson, & M.P. Leiter (Eds. ), Maslach Burnout Inventory. Palo Alto, CA: Consulting Psychologists Press, (1996).

DOI: https://doi.org/10.1037/t05190-000

[11] C.L. Cordes, T.W. Dougherty, A review and an integration of research on job burnout. Academy of Management Review, 18: 4 (1993) 621–656.

DOI: https://doi.org/10.5465/amr.1993.9402210153

[12] E.D. Ogus, E.R. Greenglass, R.J. Burke, Gender-role differences, work stress and depersonalization, Journal of Social Behavior and Personality, 5 (1990) 387-398.

[13] C. Maslach, W.B. Schaufeli, M.P. Leiter, Job burnout, Annual review of psychology, 52: 1 (2001) 397-422.

DOI: https://doi.org/10.1146/annurev.psych.52.1.397

[14] M. N. Marshall, Sampling for qualitative research, Family practice, 13: 6 (1996) 522-526.

[15] A. Bakker, E. Demerouti, W. Schaufeli, Dual processes at work in a call centre: An application of the job demands–resources model, European journal of work and organizational psychology, 12: 4 (2003) 393-417.

DOI: https://doi.org/10.1080/13594320344000165

[16] C. Maslach, M.P. Leiter, Early predictors of job burnout and engagement, Journal of Applied Psychology, 93 (2008) 498-512.

DOI: https://doi.org/10.1037/0021-9010.93.3.498

[17] E. Greenglass, Burnout and gender: theoretical and organizational implications, Canadian Psychology, 32 (1991) 562-574.

[18] P.F. Zapf, A. Isic, M. Bechtoldt, P. Blau, What is typical for call centre jobs? Job characteristics and service interactions in different call centres, European Journal of Work and Organizational Psychology, 12: 4 (2003) 311-340.

DOI: https://doi.org/10.1080/13594320344000183

[19] K.A. Lewig, M.F. Dollard, Emotional dissonance, emotional exhaustion and job satisfaction in call centre workers, European Journal of Work and Organizational Psychology, 12: 4 (2003) 366-392.

DOI: https://doi.org/10.1080/13594320344000200

[20] R.A. Karasek, T Theorell, Healthy Work: Stress, Productivity and the Reconstruction of Working Life. Basic Books, New York, (1990).

Show More Hide

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