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

• Autorzy: Agnes F. Montalbo
• Języki publikacji: EN

Abstrakty

EN

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. (original abstract)

Słowa kluczowe

EN

Professional burnout; Call centers; Psychological resistance

PL

Wypalenie zawodowe; Centrum obsługi telefonicznej; Odporność psychiczna

• Czasopismo: International Letters of Social and Humanistic Sciences (ILSHS)
• Rocznik: 2016
• Tom: 70
• Strony: 21--29

Twórcy

autor

Agnes F. Montalbo

• Rizal Technological University, Philippines

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Identyfikatory

DOI

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