Stress Exhaustion and Work Performance of Female Married Call Center Agents

Submitted by : Adobas, Loraine Morales, Crystal Mae Sabanal, Andre Gil

Proposed Interventions :

The interventions set were directed towards the improvement of the female married call center agents on awareness about the surfacing problem on stress exhaustion particularly with the type of job they have, becoming aware that work performance can be affected and that they will be able to have measures of keeping oneself fit to work and maintaining vitality both in work and at home. Through dissemination of informative copies about stress and all its concerns, the participants will be able to understand facts to manage stress in order to maintain or improve work performance. The proposed study was developed for the female married call center agents in particular. Stress exhaustion is very common to females plus the factor of being married is contributive. May this be helpful for them to become more mindful of their individual health as they strive for the betterment of their families.

GOALS AND OBJECTIVES

Define stress exhaustion based on the respondents understanding. Identify factors that cause stress exhaustion. Enumerate the negative results of stress exhaustion that may affects several aspects of living.

Provide ways particularly to the parents on how to prevent the harmful effects of stress exhaustion.

Encourage to find for themselves, ways on how they can sustain wellbeing in order to work efficiently.

Encourage to maintain healthy relationship with husband and children despite being busy at work.

Provide possible ways to maintain healthy relationship with husband and children.

AREAS OF CONCERN Knowledge

OBJECTIVES

STRATEGY

PARTICIPANTS

TIME FRAME

EXPECTED OUTCOME

General: To the respondents about facts on surfacing problem stress exhaustion particularly with the type of job they have. Specific: Enumerate information that have understood about stress exhaustion. they the the -Giving on copies
of informative

enlighten -Lecture
Discussion

Female Married Within Call Agents Park, Center the at IT month August. Lahug, of

Attained knowledge that accurate and based hearsay. not on is

Cebu City

Skills

General: To develop -Lecture Female Within Developed

awareness among female married call center agents on the causes and effects of stress exhaustion. Specific: Identify underlying factors can stress exhaustion. Attitude General: To that cause

Discussion -Giving of informativ e copies

Married at City IT

Call the Park, of Cebu August .

sense regarding

of

Center Agents month Lahug,

awareness the factors that cause stress exhaustion.

express -Lecture Discussion

Female Married at IT

Within Call the Park, of Cebu August .

Complied with the identified actions and developed optimism.

good working experience and performance andhealthy relationship with husband and children despite being busy at work.

Center Agents month Lahug, City

-Giving of informativ e copies

Specific: - To identify ways sustaining work performance and; -To ways althy relationship with husband and children. identify of of

maintaininghe

CHAPTER III SUMMARY OF FINDINGS, CONCLUSIONS AND RECOMMENDATIONS This chapter presented the summary of findings, conclusions and

recommendation. Summary of Findings: * Majority are below 30 years old for about 80 % of the total number of respondents and 20 % are above 30 years old. * For the highest educational attainment,most of the respondents were (63 %) college graduate while ( 37 %) were college level. * Those who are in below 10 years of marriage garnered (90 %). For those who are in above 10 years of marriage is about (10 %). * In terms of having number of children in a family, most of them have (87%) below 5 number of children, (3%) have below 5 number of children and (10%) have no children. * The ones who have children whose age are below 10 years is (80%), above 10 years garnered (10%) and (10%) is not applicable (no children). * Call center agents who have salary of 15,000-20,000 is (73 %), 20,000, above is (17%) and 10,000-15,000 is (10%).

The research result showed that the female married call center agents of IT Park, Lahug, Cebu City partly experienced the stress exhaustion. Their work performances are also partly affected with the type of job they have with the average mean of 2.08. And also, they partly experience stress related to marriage at home with the average mean of 2.36. In table 3, Section 1, they expressed some disadvantages of their job, affecting their individual health,

recognized that relationship with husband and children are at risk however some are saying that they are still able to manage and maximize their time for their husband and children despite all stressors that can cause stress exhaustion.

Conclusion :

From the facts we got from this study, we conclude that

stress

exhaustion and work performance have significant relationship with each other and that female married call center agents are affected with this

concern. For them, they are not adequately paid according to the extent of work that they do for the company especially on overtime work they render. Some are saying they are contented with their salary though. Socially,

some agents have some problems as they deal with their co-agents which can be a stressor to reduce motivation. There are some other stressors that can affect performance such as unacceptable ways of the supervisor in

expressing dismay on lapses an agent might commit, no enough recognition of good performances and lack of team buildings or team recreational

activities wherein they can strengthen social relationships with others. Despite being busy at work and getting tired when arriving home, they still manage to take charge of the role as wife and mother but there are some instances when their family activities that are partly compromised such as going to church together. As individual, they partly intend time for fitness and self-beautification.

Recommendations : After consideration of the data gathered, the following recommendations were given: To the Female Married Call Center Agents : Personally finding ways and means favorable for the individual to cope with stress at work. Strengthening camaraderie with other agents. Imposing positive disposition despite busy work because stress is commonly individualized, thus surfacing of stress can be caused by ineffective coping. To the Husband and Children Understanding the predicaments of being a working mother. Finding ways to encourage the mother to be always at her best especially at work. Maintaining a healthy diet. Sparing time for fitness such as exercise.

To the Call Centers : To implement more activities to give break from work for the call center agents. Becoming more employee friendly and giving appropriate wages according to services rendered by the call center agents.