scholarly journals Study to assess the health issues among employees working in selected call centres of Mangalore

2018 ◽  
Vol 8 (6) ◽  
pp. 58-61
Author(s):  
Maqbool Insha ◽  
Devina E Rodrigues ◽  
Kiran Rao Chavan
Keyword(s):  
Call Center ◽  
Rest Period ◽  
Sampling Technique ◽  
Working Hours ◽  
Call Centre ◽  
Health Issues ◽  
Job Experience ◽  
Call Centres ◽  
Job Opportunities ◽  
Baseline Characteristics

Background: The new mantra for job opportunities among young population is “call center”. Though Bangalore is considered as hub for call centres, the slowly call centres are emerging in Mangalore. Since this job has got a lot of mental pressure, it can be even exhibited in the form of physical and physiological symptoms. Hence, an attempt has been made by the investigator to assess the health issues among call centre employees. Objectives: A descriptive study aimed to assess the health issues among employees working in selected call centres. Materials and Methods: Convenience sampling technique was used to select the sample size of 80 call centre employees. The dichotomous questionnaire having 22 items and baseline proforma having 16 items were given for the subjects to place their responses. Results: The present study revealed that overall percentage of health issues was around 19% that shows the employees had one or the other type of health issue. Headache was the most frequent complaint (66.3%) sounded by the subjects. Second common complaint was eye strain (45%) followed by back pain (43%). Less proportion (28.8%) of the respondents were restless and 27.5% had gained weight. There was  a significant association between age (χ2 =16.20,p<0.05), gender (χ2 =6.5,p <0.05), religion (χ2 =33.80,p<0.05), marital status (χ2 =49.37,p<0.05), type of family (χ2 =45.0,p <0.05), habits (χ2 =174.1,p <0.05), frequency of habits (χ2 =48.05,p <0.05), years of job experience (χ2 =28.67,p<0.05), type of shift (χ2=45.0,p<0.05), average number of working hours (χ2 =72.20,p <0.05), rest period (χ2 =54.45,p<0.05), duration of rest period (χ2 =25.87,p<0.05) and participation in health awareness program (χ2=76.05,p<0.05) with baseline characteristics. Conclusion: From the findings, it can be inferred that the longer the working hours, the more the health issues. The rest period ensures the less health issues. More the years of job experience more will be the health issues, the smokers had more health issues than the non smokers.                      Keywords: Health issues, employees, call centres

scholarly journals Challenges Posed by Alien Culture Diffusion for Employees of Call Centers in Mumbai

2016 ◽  
Vol 66 ◽  
pp. 81-95
Author(s):  
Sandeep Hegde
Keyword(s):  
Employee Turnover ◽  
Call Center ◽  
Call Centers ◽  
Working Hours ◽  
Age Group ◽  
Health Issues ◽  
Employee Safety ◽  
Employee Attrition ◽  
Job Profile ◽  
Mumbai City

Since the last decade, there has been a tremendous growth in the call center businesses in several metropolitan and urban cities in India. Mumbai city is no exception to this sudden boom. The call center businesses employ over 500,000 nascent employees in the age group of 18 – 28 yrs in Mumbai. The nature of outsourced work along with the odd working hours in this industry leads to high employee attrition in the call centers. Job satisfaction, high levels of stress, health issues, employee safety and career prospects are some of the reasons cited by industry experts as some of the factors leading to absenteeism and high employee turnover. This study facilitates the understanding of the extent of impact of call center job profile and the related challenges that its poses to the employees of call centers.

scholarly journals Critical ingredients for call centre agents’ effectiveness

2013 ◽  
Vol 10 (4) ◽  
pp. 479-491 ◽  
Author(s):  
Devina Oodith ◽  
Sanjana Brijball Parumasur
Keyword(s):  
Sampling Technique ◽  
Skills Training ◽  
Training And Development ◽  
Cluster Sampling ◽  
Call Centre ◽  
Validity And Reliability ◽  
Call Centres ◽  
Interpersonal Skills Training ◽  
Public Sector Service ◽  
Sector Service

This study assessed the critical ingredients for call centre agents’ effectiveness (skills/knowledge/ability/attitude, interpersonal skills, training and development, remuneration/motivation, teamwork) in managing customers and their needs. The study was undertaken in Durban, South Africa, and was conducted within a Public Sector service environment which comprised of four major call centres employing a total of 239 call centre agents. A sample of 151 call centre agents was drawn using the cluster sampling technique and a 63% response rate was achieved. These call centre agents were responsible for inbound calls only. Data was collected using a self developed, precoded questionnaire whose validity and reliability were statistically determined using Factor Analysis and Cronbach’s Coefficient Alpha respectively. Data was analysed using descriptive and inferential statistics. The results indicate that remuneration/motivation, followed by teamwork, negligibly followed by training and development, interpersonal and other skills/knowledge/ability/attitudes are crucial ingredients for effectively managing customers and their needs. Based on the results of the study a model is designed and presents recommendations that, when implemented in call centre environments, have the potential to enhance agents’ effectiveness in managing customers and their needs.

Job burnout in ambito socio-sanitario e produttivo: I call center sono i piů bruciati?

RISORSA UOMO ◽  
2013 ◽  
pp. 467-482
Author(s):  
Laura Petitta ◽  
Simona Manno ◽  
Anna Concetta Rinaldi
Keyword(s):  
Call Center ◽  
Job Burnout ◽  
The Other ◽  
Self Report ◽  
Call Centre ◽  
Healthcare Organizations ◽  
Call Centres ◽  
Healthcare Settings

This contribution has investigated job burnout and interpersonal strain by administering a self-report questionnaire to 1032 subjects from healthcare (503) and productive organizations (529), and, within the latter, 159 from a call centre. Two ANOVAs investigated the differences related respectively to the type of organization: (a) healthcare and productive organizations; (b) healthcare, call centres and other productive organizations. Surprisingly, healthcare organizations display lower levels of job burnout and interpersonal strain as compared to the productive organizations. Nevertheless, call centre' operators, separated by the other productive organizations, displayed higher levels of job burnout and interpersonal strain as compared to employees from other productive organizations, and especially by those from the healthcare settings.

A Study on Work-related Musculoskeletal Disorders among Sewing Machine Operators

2020 ◽  
Vol 11 (01) ◽  
Author(s):  
Ekta . ◽  
Manju Mehta ◽  
Praveen Kumar Sharma
Keyword(s):  
Textile Industry ◽  
Work Organization ◽  
Working Hours ◽  
The Body ◽  
Musculoskeletal Symptoms ◽  
Health Issues ◽  
Workplace Design ◽  
Sewing Machine ◽  
Work Related ◽  
Machine Operators

A musculoskeletal disorder is highly dependent on the workplace design. The workers whose job requires repetitive tasks, are more prone to this disorder. Textile industry is one of the labor intensive industries and most of its jobs require continuous engagement with the work. Sewing machine operators in this sector due to workplace design are facing high risk of health issues due to focused attention and static posture of the body. Understanding the health issues linked with continuous working hours and static posture need to be addressed. Both Government and non- government organizations need to be better involved in designing interventions targeting these people and protecting them from such health risks.The present study was conducted in Hisar district from Haryana state in which respondents were selected randomly. Total number of respondents were 60 in which 28 were males and 32 were females with objectives to assess work organization and work space design and to find out the occupational health problems and musculoskeletal symptoms among sewing machine operators. The results showed that maximum numbers of the respondents (68.4%) were took break of fixed duration and (53.4%) respondents were work along with others. Majority (43.3%) respondents were the first experience of MSK symptoms from 7 days to 12 months followed by (33.3%) respondents in 2-3 years.

Re-conceptualising call-centres as sites of control: the insider perspective

2014 ◽  
Vol 48 (1/2) ◽  
pp. 25-46 ◽  
Author(s):  
Edward Kasabov ◽  
Anna C.C.C. da Cunha
Keyword(s):  
Design Methodology ◽  
Customer Orientation ◽  
Practical Importance ◽  
Call Centre ◽  
Structured Interviews ◽  
Content Type ◽  
Call Centres ◽  
Customer Dissatisfaction ◽  
Customer Centricity

Purpose – The role of call-centres during service recovery has attracted much attention in research. However, marketers know less about controlling customers during recovery interactions and consequences of such control. In order to address this gap and empirically ascertain whether service interactions are marked by customer centricity or by employees exerting control over customers, the aim of the authors was to organise an empirical research in two Brazilian call-centres. Design/methodology/approach – The research consisted of direct, open observation and 33 semi-structured interviews with insiders (call-centre managers, supervisors and operatives). Findings – Four key findings emerged during interviews with insiders. First, control over customers may be more widely practiced than assumed in certain sections of marketing academe. Second, such control is viewed positively by call-centre insiders and is sanctioned by management. Third, control does not disempower and demoralise call-centre staff but protects operatives. Finally, control does not seem to unavoidably generate lasting customer dissatisfaction. These findings are incorporated in a framework of call-centre management which incorporates control through scripting. Research limitations/implications – The discussion calls for the revisit of certain marketing concepts and philosophies, including customer orientation, by demonstrating that control over customers is practised and should not be viewed negatively or avoided altogether in practice and as a topic of analysis. A re-conceptualisation of call-centres as sites of control over customers is proposed. Originality/value – Control and power are rarely analysed in services marketing. This is one of a few studies that makes sense of providers' (insiders') viewpoints and argues that control may play a constructive role and should be seen as a legitimate topic of services and call-centre analysis. As such it addresses a question of intellectual and practical importance which is rarely discussed and may be viewed as incongruous with an age when customers are assumed to have rights.

scholarly journals Analisis Pengangguran di Kelurahan Gates Nan XX Kecamatan Lubuk Begalung Kota Padang

Jurnal Ecogen ◽  
2018 ◽  
Vol 1 (2) ◽  
pp. 236
Author(s):  
Meza Yulia Astuti ◽  
Yulhendri Yulhendri ◽  
Menik Kurnia Siwi
Keyword(s):  
Data Collection ◽  
Social Status ◽  
Time Allocation ◽  
Sampling Technique ◽  
Working Hours ◽  
Descriptive Study ◽  
Drop Out ◽  
Average Income ◽  
Purposive Sampling ◽  
Qualitative Descriptive

This study aims to analyze unemployment in Kelurahan Gates Nan XX Lubuk Begalung Subdistrict of Padang City which is seen from the aspect of family social status, education, income and time allocation. This research is a qualitative descriptive study. The sampling technique used is purposive sampling. Data collection techniques are observation, interview and documentation. To test the validity of data used Triangulation Technique. The results of this study indicate that unemployed are classified as half-unemployed come from families who have low economy. This can be seen from the work of parents as Fishermen, Merchants, and Daily laborers. Furthermore, many youth drop out and choose to work as fishermen, casual laborers, and fish traders in Gates Nan XX Village with an average income of Rp 50,000 per day and have 3-5 hours working hours per day. Keywords:Unemploymen

scholarly journals Seven Motivations of Students Selecting Department of Islamic Teaching Education in Public University

2020 ◽  
Vol 2 (1) ◽  
pp. 45-55
Author(s):  
Yunus Rahawarin ◽  
Engkizar ◽  
Rosniati Hakim ◽  
Widia Wahana Sari ◽  
Nadia Sri Ramdani ◽  
...  
Keyword(s):  
Sampling Technique ◽  
Public University ◽  
State University ◽  
Case Study Approach ◽  
Case Study Design ◽  
Study Approach ◽  
Job Opportunities ◽  
Strong Motivation ◽  
Depth Interviews

Choosing a career as an Islamic teacher has many challenges as well as fun, not everyone is interested in this profession except those who have strong motivation. This study aims to find out the real motivation of students to select department of Islamic teaching education in public university, even though this department is widely offered by state and private Islamic universities. This study uses qualitative methods with a case study approach (case study design). Sources of data were taken from thirty informants through in-depth interviews selected using a purposive sampling technique, all informants were active students who chose the department of Islamic teaching education at Padang State University in 2017, 2018 and 2019. All interviews were analyzed thematically using the NVivo 10 qualitative analysis software. The results of the analysis showed that there were seven motivations of students to select department of Islamic teaching education. Those seven motivations are: i) self-will, ii) parents' encouragement, iii) choice to become a religious teacher, iv) job opportunities after graduation, v) desire to study at public universities vi) opportunity to spread dakwah, vii) to deepen Islamic knowledge. The results of this study can be used as preliminary data for subsequent researchers to examine this problem in different contexts and issues.

scholarly journals Alcohol Abuse as a Militating Factor against Quality of Life for Migrants’ Youth Population in Selected Provinces of South Africa

2021 ◽  
Vol 10 ◽  
pp. 1196-1201
Author(s):  
F.K. Matlakala ◽  
◽  
J.C. Makhubele ◽  
D.T. Masilo ◽  
M.M. Kwakwa ◽  
...  
Keyword(s):  
Quality Of Life ◽  
South Africa ◽  
Alcohol Abuse ◽  
Sampling Technique ◽  
Alcohol Outlets ◽  
Job Opportunities ◽  
Study Population ◽  
Youth Population

Migrants’ youth are seen as one of the vulnerable populations in South Africa. This is largely due to the fact that they are seen as people who come to take job opportunities of the youth in the host country. In order to cope with their fear and stress, migrants indulge in binge consumption of alcohol. It is in light of that that in this paper researchers aimed to accentuate alcohol abuse as a militating factor against the quality of life for migrants’ youth population in selected provinces of South Africa. The study adopted qualitative approach and case study design to highlight how alcohol is seen as a militating factor against quality of life. The study population was drawn from three provinces in South Africa using convenient sampling technique to sample three participants. Moreover, the data was collected telephonically in three selected provinces and analysed thematically. The findings indicate that due to the accessibility, availability, affordability and stress migrants’ youth indulge in binge consumption. Thus, researchers recommend that policymakers should make guidelines that will restrict mushrooming of alcohol outlets – be regulation to prohibit overcrowding of outlets in selected provinces of South Africa.

scholarly journals HUBUNGAN TINGKAT KEMAMPUAN PERAWATAN DIRI DENGAN TINGAT DEPRESI PADA PASIEN DEPRESI DI BANGSAL RUMAH SAKIT JIWA DAERAH SURAKARTA

2018 ◽  
Vol 9 (1) ◽  
pp. 10 ◽  
Author(s):  
Freyti Mariyani Emanuela Tumanduk ◽  
Sanfia Tesabela Messakh ◽  
H Sukardi
Keyword(s):  
Mental Disorders ◽  
Significant Relationship ◽  
Mental Hospital ◽  
Human Life ◽  
Pearson Correlation ◽  
Self Care ◽  
Sampling Technique ◽  
Health Issues ◽  
Purposive Sampling ◽  
Depressed Patients

Abstrak Latar belakang. Gangguan jiwa merupakan pola perilaku yang secara klinis berkaitan dengan gejala penderitaan atau disability di dalam satu atau lebih fungsi kehidupan manusia. Depresi merupakan salah satu gangguan jiwa yang memiliki prevalensi tertinggi hampir 17% dibandingkan gangguan jiwa yang lain. Gangguan yang timbul membuat kemampuan dalam melakukan aktivitas menurun, contohnya kemampuan dalam melakukan perawatan diri: mandi, berpakaian, makan, dan eliminasi. Tujuan. Penelitian ini bertujuan untuk mengetahui hubungan tingkat kemampuan perawatan diri dengan tingkat depresi pada pasien depresi di ruang rawat inap Rumah Sakit Jiwa Daerah Dr. Arif Zainudin Surakarta Jawa Tengah. Metode. Penelitian ini menggunakan metode kuantitatif dengan deskriptif korelasi dan teknik pengambilan sampel dengan purposive sampling. Teknik pengumpulan data dilakukan dengan kuisioner, wawancara dan observasi yang kemudian di analisa menggunakan uji Pearson. Hasil. Hasil yang diperoleh nilai koefisien korelasi pearson sebesar 0,617 yang artinya menunjukan bahwa arah korelasi positif dengan kekuatan kuat, kemudian nilai sig 0.000 maka yang H0 ditolak dan H1 diterima yang artinya bahwa ada hubungan yang signifikan antara tingkat kemampuan perawatan diri dengan tingkat depresi pada pasien depresi di bangsal Rumah Sakit Jiwa Daerah Surakarta. Kesimpulan. Terdapat hubungan yang signifikan antara tingkat kemampuan perawatan diri dengan tingkat depresi pada pasien depresi di bangsal Rumah Sakit Jiwa Daerah dimana semakin tinggi tingkat depresi yang dialami maka semakin tinggi tingkat ketergantungan dalam melakukan perawatan diri.Kata kunci : Depresi, perawatan diri, kemandirian Abstract Background. Mental disorder is a pattern of behavior clinically associated with distress or disability which may interfere with one or more functions of human life. Mental health is one of the most serious health issues. Depression is one of the mental disorders that have the highest prevalence of almost 17% compared to other mental disorders. Disorders that arise make the ability to perform activities decreased, one of which is the ability to perform self-care: bathing, dressing, eating, and elimination. Purpose. This study aims to determine the relationship level of self-care capabilities with depression levels of depressed patients in the inpatient room of Mental Hospital Surakarta Region. Method. The methodology used is quantitative with descriptive correlation and sampling technique is purposive sampling. Data is collected through questioner, interview and observation which then analyzed using pearson test. Results. Results obtained Pearson correlation coefficient value of 0.617 which show the direction of positive correlation with strong power, then sig value. (2-tailed) 0.000 (due to sig <0.05) therefore H0 is rejected and H1 is accepted which means that there is a significant relationship between the level of self-care ability with depression levels in depressed patients in the Surakarta Area Mental Hospital. Conclusion. There is a significant relationship between the level of self-care ability with depression levels in depressed patients in the Surakarta Area Mental Hospital which means that the higher level of depression experienced the higher the level of dependence in self-care. Title : Depression, self-care, independence

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