Impact of Work Load and Stress in Call Center Employees: Evidence from Call Center Employees

Authors

  • Sana Chaudhary Superior University Lahore, Pakistan.
  • Nadia Nasir Superior University Lahore, Pakistan.
  • Saif ur Rahman Superior University Lahore, Pakistan.
  • Salman Masood Sheikh Superior University Lahore, Pakistan.

DOI:

https://doi.org/10.52131/pjhss.2023.1101.0338

Keywords:

Turnover, Retention, non-probability, Interactive Voice Response (IVR)

Abstract

The study investigates the Impact of Workload and Technologies on the Performance of Call Centre Employees." Single-way ANOVA is used for analysis. In this study, we use questionnaires to gather data on the variables Gender, Age Group (In Years), Education, Experience (In Yrs.), Daily Practice, Relational Uncertainty, Relational Distance, Opportunism, and Inter-partner incompatibility. The outcomes of the study confirm that the study observe that the significant and positive effect of workload and technologies on the performance of Call Centre Employees. It implies that when departments use the results of rational uncertainty, there are considerable differences between them. The result shows that there is positive relationship between number of hours use mobile and online libraries. However, the finding exhibit that a positive and significant associations exist between no. of hour mobile use and mobile distract. Moreover, the regression result confirms that Rational Distance, Number of hours, Age, inter partner relationship and opportunism have significant effect on job satisfaction. Furth more, the coefficient value of Age has significant effect on Inter-partner incompatibility.  While the Relational Distance has insignificant effect opportunity to get a better job in this company.

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Author Biographies

Sana Chaudhary, Superior University Lahore, Pakistan.

M. Phil Scholar

Nadia Nasir, Superior University Lahore, Pakistan.

Faculty of Business Administration

Saif ur Rahman, Superior University Lahore, Pakistan.

Assistant Professor

Salman Masood Sheikh, Superior University Lahore, Pakistan.

Dean & Professor, Faculty of Economics and Commerce

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Published

2023-02-27

How to Cite

Chaudhary, S., Nasir, N., ur Rahman, S., & Masood Sheikh, S. . (2023). Impact of Work Load and Stress in Call Center Employees: Evidence from Call Center Employees. Pakistan Journal of Humanities and Social Sciences, 11(1), 160–171. https://doi.org/10.52131/pjhss.2023.1101.0338

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