Abstract
The call center community often defines itself as an industry, with numerous national and international call centers. But there has some dispute among researchers as to whether it is appropriate to refer such thing as the ‘call center industry’. Bain and Taylor (1999) argue that it is more appropriate to use the term ‘sector’ as call centers are found across a wide range of industries and may be similar primarily in terms of their core technologies. Belt, Richardson and Websler (2000) agreed that call centers are not an ‘industry’ as the term generally defined, but rather represent certain ways of delivering various services using the telephone and computer technologies across traditional industry boundaries. This research results revealed that female employees from international call centers show high stress score and high sexual dysfunction than domestic call center employees, which means the female employees from international call center differed significantly (t=5.26, p=<0.01) than domestic call center female employees. Results obtained from t test showed that female employees from domestic and international call center differed significantly with one another on stress scores and sexual dysfunction. The reason is that international call center employees have more work stress as compare to that with domestic one. This due to heavy work load, not enough time for social interaction and completion of work within a given period of time. The work culture is more strict and systematic as compared to domestic one. International studies in the past have linked stress t sexual dysfunction and infertility among women. The overall results of the present study suggest the need for stress management programs for reducing the stress and developing positive thinking among young female employees working in call centers.
Highlights
The call center community often defines itself as an industry, with numerous national and international call centers
The latter may involve disproportionate customer expectations and verbally aggressive customers. These stressors affect all human service workers, even though they may vary in the extent to which their work involves lasting relationship with customers. They argued that social support and training designed to develop „role separation‟ are crucial resources needed to help human service workers cope with the unique stressors of their job
Result and Interpretation: In this research the results are under Mean, SD and t ratio of employees from Domestic and International call centers on stress and sexual dysfunction
Summary
The call center community often defines itself as an industry, with numerous national and international call centers. Dormann, Boyd and Wine field (2003) assessed two unique stressors associated with the human service work i.e emotional dissonance, the need to hide negative emotions and client related social stressors. The latter may involve disproportionate customer expectations and verbally aggressive customers. These stressors affect all human service workers, even though they may vary in the extent to which their work involves lasting relationship with customers They argued that social support and training designed to develop „role separation‟ are crucial resources needed to help human service workers cope with the unique stressors of their job.
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