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

Abstract

Abstract. 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.

Burnout on Contact Center: A Literature Review

“…One factor is the social demographic status of employees. It is age-related that younger employees tend to be more prone to burnout because in younger employees their lack of experience in handling excessive job requests or overcoming customer difficulties or anger (Montalbo, 2016). This has similarities with research conducted by Drissi et al (2021), that age factor has a role in the occurrence of burnout.…”

“…In this study it is proven that when the workload increases and the demands of work are high, employees tend to feel tired increases. While in research conducted by Montalbo (2016), it was found that there are differences in responsibility, in this case related to the level of management has a significant relationship. This means that the more an employee in an organization, it will be more susceptible to burnout.…”

“…The entire study is a quantitative description study and uses sampling techniques of nonprobabability sampling. The measuring instrument used in all studies used the Maslach Burnout Inventory (MBI) questionnaire (Geraldes et al, 2019;Gonçalves et al, 2020;Dwi Lestari & Yuwono, 2020;Montalbo, 2016;Drissi et al, 2021;Charoensukmongkol & Puyod, 2020;Harry, 2021;Deniz & Kaya, 2021). Kuesione is distributed in person as well as online.…”

“…In the study conducted by Montalbo (2016) and Drissi et al (2021) have the same main points in his research regarding factors that affect burnout rates in contact center employees based on employee demographics. However, the study conducted by Drissi et al (2021) further exploring the causes of burnout in more depth and specifically because the study explained how the social impact of employee demographics on each burnout indicator consists of emotional fatigue, depersonalization, and reduced personal achievement and also how the effects of religiosity and sports activities.…”

Love of Labor: A Phenomenological Inquiry of Unpaid Overtime Experienced by Bpo Employees

“…The common symptoms include excessive sleepiness or absence of energy. When individuals encounter burnout, they are frequently experienced weariness since this is the clearest sign of burnout (Montalbo, 2016). Call centers emphasize a unique environment where emotional labor demands can be high and limited autonomy.…”