The factors that cause stress among a multinational call centre company workers in Klang Valley
The purpose of this study is to determine the factors that cause stress among customer care officers (CCOs) at an inbound call centre in Klang Valley. The independent variables are perceived organizational support, workload and customer verbal aggression while the dependent variable is occupational...
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| Format: | Thesis |
| Language: | eng eng |
| Published: |
2019
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| Subjects: | |
| Online Access: | https://etd.uum.edu.my/7899/1/s821800_01.pdf https://etd.uum.edu.my/7899/2/s821800_02.pdf |
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| Summary: | The purpose of this study is to determine the factors that cause stress among customer care officers (CCOs) at an inbound call centre in Klang Valley. The independent variables are perceived organizational support, workload and customer verbal aggression while the dependent variable is occupational stress. This study also determine the level of work stress faced by the employees. A total of 94 employees participated in this study by answering survey questionnaire. Data was collected through 61 items questionnaires on a five-point Likert and another 12 items were demographic questions. Data were analyzed using descriptive statistics (mean and standard deviation) and inferential statistics (correlation and multiple regressions). The finding from this study showed that perceived organizational support, workload and customer verbal aggression have a significant relationship with occupational stress. The study also revealed that the overall work stress among respondents were moderate.
Meanwhile, based on multiple regression result, 39.7% of the occupational stress is
explained by the factors studied. The most influential factor is workload, followed by
customer verbal aggression and least influencing factor is perceived organizational support. This study would like to suggest to human resource managers of the call centre to reduce the stress level among CCOs by implementing stress reducing mechanism such as stress reduction workshops and exercises, counselling, team building, giving
more breaks in between calls and also rotating their shifts. Besides that, this study may
also be beneficial to Department of Occupational Safety and Health (DOSH) in Malaysia, since occupational stress is one of the occupational disease. This study will give an idea for DOSH to formulate new strategies and improve the enforcement of OSH in the workplace. |
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