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A Literature Based Study on Causes and Consequences of Occupational Stress among Call Center Agents


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1 Pace Institute of Technology and Sciences, Vallure, Ongole, Prakasam District, India
     

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Stress is pervasive in all professions to all individuals, but the intensity of the stress varies from person to person and from profession to profession. In today‟s competitive world service sector had gained predominant role over the other sectors, one such industry which is growing at a very fast pace is ITES/BPO sector, because of advent of the technological revolution and the companies mission to create client oriented. The call centers agents which forms a part of ITES/BPO sector are undergoing lot of stress in their jobs in the form of physical, emotional and behavioral consequences. The present paper is a literature study on the various issues of relating to occupational stress among call center agents.
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  • A Literature Based Study on Causes and Consequences of Occupational Stress among Call Center Agents

Abstract Views: 211  |  PDF Views: 6

Authors

MVS Sudhakar
Pace Institute of Technology and Sciences, Vallure, Ongole, Prakasam District, India
T. L. Sravani, Kumar
Pace Institute of Technology and Sciences, Vallure, Ongole, Prakasam District, India

Abstract


Stress is pervasive in all professions to all individuals, but the intensity of the stress varies from person to person and from profession to profession. In today‟s competitive world service sector had gained predominant role over the other sectors, one such industry which is growing at a very fast pace is ITES/BPO sector, because of advent of the technological revolution and the companies mission to create client oriented. The call centers agents which forms a part of ITES/BPO sector are undergoing lot of stress in their jobs in the form of physical, emotional and behavioral consequences. The present paper is a literature study on the various issues of relating to occupational stress among call center agents.

References