The burnout level of call center agents in metro Manila, Philippines

Journal article | Zeitschriftenartikel

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.

Object Details

• ISSN: 2300-2697
• Extent: Seite(n): 21-29
• Language: Englisch
• Notes: Status: Veröffentlichungsversion; begutachtet (peer reviewed)

References and Relationships

• Bibliographic citation: International Letters of Social and Humanistic Sciences(70)

Classification and Topics

• Subject: Wirtschaft ; Psychologie ; Soziologie, Anthropologie ; Berufsforschung, Berufssoziologie ; Allgemeine Psychologie ; Medizinsoziologie ; Philippinen ; Call Center ; Frau ; Berufsanfänger ; psychische Gesundheit ; physische Belastung ; Wohlbefinden ; Burnout

Contributors, Places and Time

• Event: Geistige Schöpfung
• (who): Montalbo, Agnes F.
• Event: Veröffentlichung
• (where): Schweiz
• (when): 2016

Further information

• DOI: https://doi.org/10.18052/www.scipress.com/ILSHS.70.21
• Rights: GESIS - Leibniz-Institut für Sozialwissenschaften. Bibliothek Köln
• Last update: 21.06.2024, 4:26 PM CEST