Research Summary Power

7/30/2019 Research Summary Power

1/19

Stress Exhaustion and Work Performance

of Married Call Center Agents

By

Adobas, Loraine A.

Sabanal, Andr Gil I.


2/19

RATIONALE OF THE STUDY

Stress is a normal physical response to events that make

you feel threatened or upset your balance in some way. When you

sense danger whether its real or imagined, the body's defenses kick

into high gear in a rapid, automatic process known as the fight-or-

flight reaction, or the stress response. The stress response is the

bodys way of protection Each person handles stress differently, one

person can thrive in a situation that creates great distress for another.

Exhaustion, defined as extreme physical tiredness and

loss of strength due to a lack of food and sleep, overwork, and stress.

It causes the sufferer to be constantly tired and physically worn out.


3/19

Stress exhaustion is a combination of physical

and emotional exhaustion that is the result of prolonged high stress

situations. Combined with lack of rest, exhaustion can be highly

debilitating. People who suffer from this condition feel overwhelmed by

the events around them. Many also experience feelings of frustration

and helplessness. If not addressed, it can lead to additional health

problems. Stress exhaustion also affects work performance. Making

the right decision can be very difficult for an individual who is suffering

from exhaustion.

Marriage and work are so closely interdependent in the

experience of the vast majority of the people. These two realities are

so connected with each other that often times, married couples have

difficulties to manage which results to varied problems from children

rearing to broken marriages.
http://www.wisegeek.com/what-is-emotional-exhaustion.htmhttp://www.wisegeek.com/what-is-emotional-exhaustion.htm


4/19

One of the interesting jobs married individuals usually go into

nowadays are call center jobs. Although other work requires a

graveyard shift, it gives their employees a considerable economic gain

without being conscious of your educational attainment. Married

individuals who were not able to pursue their studies can work in call

centers as long as you have a good English proficiency.

Call centers have existed for decades but have only really

mushroomed in the last five years or so. Call center agents experience

high levels of stress exhaustion. Call center agents experience

dissonance when they are required to act pleasant with clients when

they feel entirely otherwise. This increases anxiety, burnout,

depression, and psychosomatic complaints.


5/19

The researchers are 3rd year students taking up Bachelor of

Science in Nursing in Cebu Sacred Heart College. We intend to have

this study because we find it relevant since Call Center (BPO Industry)

has become phenomenal. It has been instilled in our minds that there

are naturally positive and negative sides of things and events so we

delved into making a research to seek for the downside particularly on

stress exhaustion and work performance of the call center agents

working in this industry. Also, this study is in line with our

requirements on our subject, Nursing Research.


6/19

THEORETICAL BACKGROUND

This study will be anchored on the theory of Hans Selye (1956,

1974), a Hungarian endocrinologist, who identified physiologic aspects

of stress, which he labeled the general adaptation syndrome with. He

used laboratory animals to assess biologic system changes, the stages

of body's physical response to pain, heat, toxins, and restraint, and

later the mind's emotional response to real or perceived stressors. He

determined three stages of reaction of stress (Shiela L. Videbeck

2001). This study also uses Selyes Optimal levels of stress model as

basis.


7/19

Review of Related Literature

The following were identified as the negative effects of a

call center job that requires a 24/7 schedule: limited time spent with

family and friends, low satisfaction level in terms of sexual

relationships of spouses, existence of flings, difficulty in managing

errands and household chores, poor communication and interaction

with the spouse, and poor health. "The daily experience of repetitive,

intensive and stressful work, frequently results in employee "burnout".

In other words, exhaustion.

No doubt Call Center is a growing business today and a source of

employment for many Filipinos. This simply shows how many laborers

they catered; a lot of family whose breadwinner is a call center agent

relies on call centers for their daily sustenance. But more than

economic gain there are hidden struggles and problems that call center

agents face especially with marital and family issues.


8/19

Statement of the Problem

The main purpose of this study is to study the quality of

relationship between stress exhaustion and work performance of

married call center agents in IT Park, Lahug, Cebu City based on the

following categories ; economic, social, emotional, physical and

spiritual needs.


9/19

Specifically, the research study aimed to answer the following

questions :

1. What is the profile of call center agents as to :

a) age

b) sex

c) length of marriage

d) number of children

e) age of children

f) work of the spouse


10/19

2. What are the extent of stress exhaustion of call center work on

marriage in the following aspects as:

a) Economic needs

b) Social needs

c) Emotional needs

d) Physical needs

e) Spiritual needs


11/19

3. How does the job of a call center agent affect the following :

a) Work Performance

b) Marriage ( relationship with spouse )

4. What are the perceived ways by call center agents to reduce stress

caused by call center job in order to maintain/ improve healthy

marriage ?


12/19

Statement of Null Hypothesis

The following hypotheses were formulated:

1. There is no significant difference on the extent of stress exhaustion

of call center job on marriage of call center agents based on the (a)

economic, (b) social, (c) emotional, (d) physical, and (e) spiritual

needs of the respondents.

2. There is no significant difference on marriage and values call center

agents upheld most based on (a) economic gain, (b) social

relationship, (c) emotional security (d) physical well being and (e)

spiritual growth of the respondents.

3. There is no significant difference on call center agents

understanding on how his/her work as a call center agent affects her

performance and marriage.

4. There is no significant difference on call center agents perception

on stress with call center work in relation to marriage.


13/19

RESEARCH METHODOLOGY

RESEARCH DESIGN

The researchers are using a non-experimental design,

descriptive type.

RESEARCH ENVIRONMENT

Call centers in IT Park, Lahug, Cebu City

RESEARCH RESPONDENTS

The subjects of the study are call center agents who work in

different call centers particularly from Convergys Inc., Qualfon Inc.,

Stream Global Services Inc. and Xlibris Publishing, Inc.

RESEARCH INSTRUMENT

Questionnaires formed by the researchers were used in data

gathering which contains the profile of the respondents such as age,

gender, civil status. Some parts of the questionnaire asks them to

supply answers on how they are affected by stress at work as married

call center agents.


14/19

RESEARCH PROCEDURE

Data Gathering :

A letter of transmittal was presented to the Dean of the College

of Nursing of Cebu Sacred Heart College, Talisay City, Cebu asking

permission to conduct this research. As the letter was approved, the

survey was conducted. Respondents were given ample instructions and

time in answering the tool. Responses on each situation were

tabulated and results were calculated.


15/19

Treatment of Data :

The statistical tool and technique used to ensure a valid and

systematic presentation. Analysis and interpretation of data is

percentage.

The percentage will be computed using the formula:

P = F x 100

N

Where :

P= Percentage N= No. of Respondents

F= Frequency 100= Constant Value to be multiplied


16/19

APPENDIX C

Research Tool

I.Demographic Data :

Age :

Sex :

Length of marriage : Number of children :

Work of Spouse : Age of children :

II: Problem- Type Questionnaire

LEGEND:

3- Agree

2- Partly Agree

1- Disagree

INSTRUCTION:

Answer the following questions by checking the corresponding

choices below given.

Queries Agree3

Partly Agree2

Disagree1

I am financially contented

with the job I have.

I am confident that I have a

good performance as a call

center agent.


17/19

On my point of view, I am

working in an employee-

friendly company.

I am impressed of my

immediate supervisors

performance as a team

leader.

My immediate supervisor

conducts one-on-one

coaching sessions for the

agents.

Hitting the target for

scorecards is easy.

I am well appreciated of my

contribution to the team.

I receive incentives for

outstanding performance on

top of my regular monthly

salary.

I enjoy the company of my

friends in the office.

We often have team

buildings to strengthen

camaraderie.

I have the plan of staying as

a call center agent for a long

time.


18/19

I have the plan of working in

the company I am working in

right now for a long time.

I am not pressured in

meeting the scorecards for

maintaining good

performance.

There is no hard in balancing

my time at work and at

home.

I and my spouse often talk

about the finances and

together we decide on

budget for expenses.

My spouse and I argue on

financial matters.

I and my spouse find an

opportunity to spend time

together such as on

weekends.

As a couple, we attend to

any family occasions.

As a couple, I and my

husband regularly go to

church together or attend to

church activities.


19/19

Documents

Research Summary Power