Work Stress and Related Risk Factors in Call Center Workers at "X" Company

Rinda Ismar, Zarni Amri, Danardi Sostrosumihardjo

Research output: Contribution to journalArticlepeer-review

Abstract

Call center workers respond to the telephone calls while simultaneously using display screen equipment that may lead to various health conditions, including work stress. This study was conducted to know the prevalence of work stress among call center workers and to identify the related risk factors. A cross sectional study was conducted and data was collected from questionaires and assessment of the physical environment. The respondents were 73 call center workers whom had worked for minimum of six months. Work stress was categorized as medium to high stress, based on the self rating survey diagnostic stress questionaire. The highest prevalence of medium to high work stress among call center workers was 87.7% for the career development stressor. Work factor that was associated with work stress was years of work for the quantity work load stressor (adjusted OR 0.22, CI 0.05-0.90; p=0.03). Habitual factors were not associated with work stress. Physical environment factor that was associated with work stress was the subjective perception of noise for the responsiblity to other people stressor (adjusted OR 5.39, CI 1.43-20.24; p=0.01)
Original languageEnglish
JournalJournal of the Indonesian Medical Association
Volume61
Issue number1
Publication statusPublished - 2011

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