![]() ![]() Physical and mental health of call center employeesĪ case-control study in New Delhi found that BPO employees were more stressed (58.3% vs. ![]() Poor eating habits like skipping meals, overeating, and excessive drinking of coffee and other beverages were also reported.( 15, 17) Drug use and risky sexual behavior were also apparent among them.( 2) Another study reported 42% employees resorted to adopt ‘new lifestyle patterns’ like late night partying, smoking, boozing, drug-addiction, staying away from family or live-in relationships.( 19) As much as 56% of the “more than one pack-a-day” smokers and 61% of the “more than one peg-a-day” drinkers worked in call centers.( 18) Smoking was considered by many to be a quick-fix solution to their stress problems.( 14, 15, 16, 17) A study in Kolkata observed that 63% employees had multiple addictions (smoking, chewing tobacco, alcohol, and other forms). With high disposable incomes at a young age, they easily resort to smoking and drinking. It also revealed a startling finding that night shift workers have an increased risk of developing cardiovascular disease as compared with day shift workers.( 13)Ĭall center employees are a distinct class in themselves and by Indian standards such employment is considered unconventional-night shift, a young employee base and western lifestyle including holidays. In a study conducted in Delhi-NCR, 51.4% BPO employees were found to be sleepier as compared with non-BPO workers (20.5%).( 7) Another study from Bangalore too reiterated that sleepiness was significantly higher among night shift workers as compared with day shift workers in BPOs. ![]() Occupational health experts of Bangalore opined that permanent night shift duties resulted in serious health concerns for call center employees, wherein sleep disorders were observed among 83% as compared with industry average (IT enabled Services) of 39.5%.( 11) Burn out stress syndrome which included chronic fatigue, insomnia, and altered biological rhythm was also commonly observed among them.( 12) Sleep deprivation can further complicate their health as it can result in fatigue, mood changes like depression, decreased cognitive functioning, poor executive functioning, impaired vigilance, and a predisposition to infections.( 7) Most call center workers work at times when they would normally be sleeping, this could challenge the individual's circadian rhythm because the sleep-wake internal clock setting is at odds with sleep wake cycle of the shift schedule ultimately resulting in circadian rhythm sleep disorders.( 7) A majority of workers in night duties are unable to sleep adequately during daytime and hence may develop cumulative sleep debt leading to significant sleep deprivation. Zapf et al.,( 8) support this view and have indicated that in having to hide the call handlers’ true feelings, this would have negative consequences such as depression and anxiety.Ĭall-time pressure, dealing with hostile customers, reading prescripted conversations on the phone endlessly, system monitoring of call activities, and difficulty in providing good customer service while simultaneously meeting time targets were found to be significant sources of job stress.( 9) Brown( 10) more vividly, characterizes the work as “repetitive brain strain.” If not given a healthy expressive outlet, this emotional repression can profoundly affect a person psychologically. The burden of work along with dual identity creates severe personal dilemmas as well as might result in anxiety and related disorders.( 2)Ĭall center employees are expected to express positive emotions and suppress negative emotions like frustration, resentment, and anger, in their interactions with customers so as to create a desired state of mind in the customer. Such erratic work timings are often called “graveyard shift” or “UK-USA shift” by few researchers.( 6, 7) Most of them are forced to live as Indians by days and Westerners after sundown with changed identities and locations to suit their international customers. ![]() Call centers in India are both domestic and international, but the prominence arises in transnational call centers wherein the clients are from developed countries like USA, UK, and elsewhere.( 2, 5) Due to the difference in time zones between India and such countries, most work is performed during night hours corresponding to a time suitable to their international customers. ![]()
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