Occupational Stress of The Call Center Agents Working in The Graveyard Shift

PHILIPPINE WOMEN’S UNIVERSITY 1
Chapter 1
The Problem and its Background
Introduction
Philippines are now the new call center capital of the world. Business
Processing Outsourcing industry remains as one of the flourishing industries here in
the Philippines. This industry, specifically the call center companies gives many
Filipinos a job to sustain their families’ lives. It is expectedly to bring $24 Billion
revenues in this year (Lim, 2017). As one of the most dynamic and growing sectors
in the Philippines, it plays a vital role in the country’s growth and development
(Mendez, 2015).
Call centers are under the BPO industry. Call centers are divided into three
(3) shifts of works - the morning, afternoon, and graveyard shift. Switching from one
shift to another can harm one’s health, may it be physical or mental health. As stated
by the National Sleep Foundation, those people who are assigned at graveyard shift
are more prone to a number of serious health conditions. It is mainly because
employees are less likely to sleep the full amount their bodies require and this can
accumulate into a ―sleep debt‖ over time.
Occupational stress is one of the problems of the employees in this industry.
Primarily, having not enough of sleep is the common cause of the stress of the call
center workers. However, there are more factors that affect the well-being of the
employees. The stressors can affect both the physical and psychological aspects of
the workers. Call center agents are required to control their emotions that develop
symptoms of depression and anxiety (Kim and Cha, 2015). In addition, call center
agents’ work performance is affected when they are exhausted from the demands of
the job.
As what the other research says, Philippines have a bright future ahead in
this kind of industry due to the Filipinos great speaking and servicing skills. For this
reason, many foreign call center companies are investing here in the Philippines that
provides jobs to the Filipinos. In this study, the focus is on the call center agents
working in the graveyard shift here in the Philippines. Here in our country most of the
call center companies provides their service to other countries, such as United
States, United Kingdom and Australia in which these countries have different time
zone from the Philippines and variances in the working environment. In that case,
Filipino call center agents often assigned to graveyard shift in order to give customer
services.
This study will determine the factors of occupational stress of the call center
agents working in the graveyard shift in the companies within Metro Manila. It was
conducted to identify the different level of stress of the employees to determine the
several effects and impact of occupational stress to their well-being and work
performance. Furthermore, this study will give an overview to the present scenarios
of the call center or the BPO industry here in the Philippines.

Background of the Study
Business industries in the Philippines are continuously escalating. Many
foreign investors are coming to our country to take a look on the capability of
businesses to generate profits. Today, business process outsourcing is one of the
largest and continuously growing industries in the Philippines. It started in 1992, and
offers the key role on giving thousands of Filipinos a job. In addition, BPO industry
helps the country to revive the Philippine economy. The World Bank projects that by
the year 2020 this industry will produce the 11% of the Philippines’ GDP (Eniego,
2016).
In the report of National Statistics Office last 2012, more than 400,000 Filipino
workers are currently employed in the BPO companies here in the country and
83.5% is working in the call center companies. The workers are usually high school
graduates. Instead of studying they chose to work here and gain high amount of
salary to help their families. Others are working students and workers who are
underemployed due to limited slots from the job offered from what they attained from
their college courses.
Moreover, many Filipinos said that it is ―easy-money‖ job, where they can be
paid with high rate salaries by just sitting on a chair and answering calls from the
customers who wanted help. On the other hand, several issues of this industry are
hidden from the public. Employees deals with mental and physical health problems
due to the nature of the work in a call center. Being pressured by the supervisors,
managers and high-ranked officers is reasons of the call center agent to feel
inferiority from their job. In addition, workers who are assigned to the graveyard shift
experiences more health problems, than the workers who are in the morning shift
and it needed much more attention from the employers (Torres, 2014).
Regardless of the health issues they encountered, Filipino workers still
preferred to work at call center companies. They have given the taste of financial
freedom and ability to improve their skills in customer servicing. Better benefits are
given from the companies and a chance to be a regular employee after six months
of working with a high salary.
Theoretical Groundings
The theory that will be used for this study is the General Adaptation
Syndrome (GAS), three stages set of physiological processes. Hans Selye
discovered itaccidentally,while he was conducting an experiment on rats at McGill
University in Montreal, Canada. He did a research on the effects of hormone
injection in rats. Selye thought that he discovered a harmful effect from the
hormones of the rats because most of the rats that he injected became sick after
receiving the injections. He did another experiment, which he used a control group of
rats and injected them a neutral solution with no hormones in it, but the control group
of rats became sick too. This is where he started the discovery of stress response
because the rats responded extremely to the trauma in being injected.

In year 1936, General Adaptation Syndrome (GAS) was developed. A stress
model was made that explains the body’s physiological response to stress. These
stress models are divided into three stages: Alarm Reaction Stage, Resistance
Reaction Stage, and Exhaustion Reaction Stage.
Alarm reaction stage is something that brings about stress. Like an increase
of blood pressure, heart rate and respiratory rate. This stage is relevant to ―fight-or-
flight‖ response that describes a mechanism in the body that enables humans to
generate a lot of energy in order to cope with threats to survival. (This stage includes
fear, anger, panic, restlessness, etc.) (Rosch, n. d.).
Resistance reaction stage is when after having a fight-or-flight response the
body begins to repair itself. Your heart rate and blood pressure begins to normalize.
When your body overcomes stress, the situation is no longer the issue.
Exhaustion reaction stage is when your body has run out of its reserved body
energy. The body experiences ―adrenal exhaustion‖ which is your body is under
mental, emotional, or physical stress (This stage includes fatigue, burnout, and
depression).
Hans Selye’s theory influenced the scientific study of stress. Where stress is
a state produced by a change in the environment and the nature of the stressor is
variable (Nursing Theories, 2011). The General Adaptation Syndrome is about the
sequence of physiological reactions to prolonged stress that is in the classification of
Hans Selye (Merriam Webster, 1828). This theory provides a better understanding of
how call center agents will cope with stress and how their performance will get
affected while working especially on a graveyard shift.
Stress in an agents’ work will have a big change in performance. The positive
effect that might affect stress in performance levels increase when stress
management is effective. In the BPO industry, an employer gave you a deadline
because time is highly valued by every call center agents. The agent will tend to
motivate and encourage working actively. While stress is being perceived as
unmanageable on working at night, agents begin to experience a decrease in his
performance that will cause decline in productivity and enthusiasm in their work.
Thus, call center agents can manage their stress to be more satisfied with their work
and to be more effective at handling calls

Conceptual Framework
• Profile of respondents (Such as: Age, Gender)

• Health issues among call center employees
INPUT
• The researchers distributed questionnaires thru Google Forms to the

chosen respondents from different call center companies in Metro
Manila.
PROCESS • Collecting data and analyzing data gathered from the survey.
• Effects in the mental health of the call center agents working on a

graveyard shift.
• Impact of stress on job performance.
OUTPUT • Learning how to manage stress in the workplace.
Figure 1. Input-Process-Output Mechanism
This figure shows how the researchers used all the gathered information
through the Input-Process-Output paradigm to describe the conceptual framework of
the study conducted. The input shows the profile of the respondents and the
purpose of the study to identify what are the effects of the occupational health of the
call center agents working on a graveyard shift. The process shows what are the
activities and requirements needed by the researchers to come up with an answer.
The output helps to have a better result for the enhancement of the research.
Statement of the Problem
The purpose of this research is to determine the effects of occupational stress
of working graveyard shift to the employees of call center agencies.
Specifically, it aims to answer the following:
1. How may the profile of respondents be described in terms of:
a. Sex
b. Age
2. What are the factors affecting the occupational stress of call center agents
that works in the graveyard shift?
3. How do call center agents overcome their struggles that affect their
occupational stress?
Hypothesis
1. There is a significant relationship on the factors affecting the occupational
stress of call center agents and their work on graveyard shift.

Scope and Limitations of the Study
The focus of this study is about the occupational stress of call center agents.
The researchers wanted to know the factors that affect the work-related stress of the
employees in the BPO industry, such as the level of burnout the call center agents
felt due to their work. This research is a quantitative study; hence the method of data
gathering will be used are questionnaires. Also, the research design will be Quasi-
Experimental to further determine the relationships of the factors that affect the
stress of call center agents working in the graveyard shift.
In order to complete this study, the researchers’ goal is to distribute
questionnaires to the call center agents within Metro Manila for the data gathering.
The researcher will use purposive sampling and the actual selection process is done
by pure random sampling. The researchers will have an assumed population of 100
call center agents in Metro Manila to minimize the number of respondents and for
easier distribution of the survey forms.
Significance of the Study
The results of this study will benefit the future researches that are studying
and/or conducting a research or thesis, this study will serve as their reference or
guide for the future. Graduate students and under-graduate students, may also
benefit in this research. This may help them in preparing if ever they plan to work in
a call center agency or in any company that has graveyard shift. It may give them
ideas on how graveyard shift may affect their mental and physical health and how
will they be able to overcome it. In addition those people who have a family member
who works under a BPO Industry or any company or institution that has graveyard
shift, this study can help them to understand the call center agents’ attitude and
sentiments. Lastly, both employees and their companies may take an advantage by
having this study to ensure the health of the employees and how the company will
manage the whole organization in according to what is the needs of their workers.
Definition of Terms
Anxiety - is a feeling of unease, such as worry or fear, which can be mild or
severe (Mahoax, June 2014).
Business Process Outsourcing (BPO) is the contracting of non-primary
business activities and functions to a third-party provider. BPO services
include payroll, human resources (HR), accounting and customer/call center
relations (n. a, 2017).
Chronic disease - the most common, costly, and preventable of all health
problems, one of these are diseases and conditions—such as heart disease,
stroke, cancer, type 2 diabetes, obesity, and arthritis (Drawstow, 2013).
Circadian rhythm - is basically a 24-hour internal clock that is running in the
background of your brain and cycles between sleepiness and alertness at
regular intervals. It's also known as your sleep/wake cycle (n. a., 2015).
Cognitive functioning - isan intellectual process by which one becomes aware
of, perceives, or comprehends ideas. It involves all aspects of perception,
thinking, reasoning, and remembering (n. a., 2015).
Graveyard shift - is a work shift beginning late at night (such as 11 o'clock);
alsothe workers on such a shift (Merriam Dictionary, 2015)
Mood disorders - are a category of illnesses that describe a serious change in
mood. Illness under mood disorders include: major depressive disorder,
bipolar disorder (mania - euphoric, hyperactive, over inflated ego, unrealistic
optimism), persistent depressive disorder (long lasting low grade depression),
cyclothymia (a mild form of bipolar disorder), and SAD (seasonal affective
disorder (Saina, 2000).
Stress is the body's natural defense against predators and danger. It flushes
the body with hormones to prepare systems to evade or confront danger. This
is known as the "fight-or-flight" mechanism. (n. a., 2012)

Chapter 2
Review of Related Literature and Study
This chapter provides an overview of previous research on knowledge
sharing and intranets. It introduces the framework for the case study that comprises
the main focus of the research described in this thesis.
Foreign Literature
Unhealthy Lifestyle of Call Center Agents
Unhealthy lifestyle of the employees might lead them to lifetime illness and
poor performance in the company. Moreover, due to the new trends and peer
pressure among their colleagues call center employees tend to copy the lifestyle of
their fellow agents. For example, drinking alcoholic drinks and smoking. In more than
600,000 workers in the BPO industry, two out of three of them has unhealthy
lifestyles. Most of them are used to smoking and heavy drinking although the
employers have different campaigns for the employee’s health and wellness (Uligan,
n. d.).
Most employees especially those who are assigned in graveyard shift tend to
be more stressed than the employees assigned in morning shift. Smoking and heavy
drinking are their way of relieving their stress because it is said to be today’s number
one stress reliever mechanism of today’s generation.

―…while smoking, drinking and excessive eating was in

no way unique to the BPO sector, the health of its
employees has a more significant effect on the way
outsourcing companies make money.‖
The lack of exercise and unhealthy diets, made worse by unusual hours and
other work-related hazards, may undermine efforts to improve the country’s
competitiveness as an outsourcing destination (n. a., 2017). These lifestyles could
affect the improvement of the company and also the performance of the employees.
BPO companies have to adhere to strict performance and productivity metrics
if not met, that could mean the loss of valuable accounts to competitors (n. a., 2017).
Likewise, these are the possible effects that might happen to the company that
experienced low performance rate of their employees due to stress. Having different
activities for the call center agents will make them more productive and energized at
doing work.
Stress Over the Call Center Agents
Call center agents works on a distracting environment. They experience
customer’s expectations and pressure because of the company’s high standards.
Stress has a big impact on the call center agents’ performance and attitude towards
their job. Stress reduces the good performance in their job. The more stress they
feel, the more they feel unhappy with their jobs. They also tend to have a conflict in
the relationship between their co-workers. It may decrease the company’s

performance. According to the Bureau of Labor Statistics (n. d.), employees must
take time off their work to release stress. They are facing challenges in life especially
in their mental health but they should learn how to handle every situation (Talkdesk,
2017).
According to Geragthy (2017), there are several effects on the health of Call
Center agents working at night shift. First, they have poor health problems. Having a
poor health, impacts the immune system and almost all of the systems in our body
(nervous, circulatory and etc.). Other frequent illnesses occurred to them (e. g.
headache and insomnia). Second, they also decreased in their performance at work,
job satisfaction, and professionalism. Mainly because they suffered mental health
problems such as being anxious, depressed and stressed at work. Likewise, those
mental health problems of the employees affect their company like having lower
satisfaction rate and decrease at the company’s profit.
The Risks of Night Work
Price (n. d.) emphasized that Americans usually works at night shift. Most
workers, especially the rookies in the Police were scheduled to work at night to
accomplish their jobs and also the medical personnel that is in need for life or death
situations. Price did a research that says,
―Poor scheduling, combined with unhealthy attitudes

about the need for sleep, can cause major problems for
night workers. That’s because working at night runs
counter to the body’s natural circadian rhythm.‖
Moreover, there are cases that the person’s circadian clock or in layman’s
term, body clock does not function well if they experienced a change in their work
schedule. A person who works at night must combat their body clock in order to
have a full function of their brain (Eastman, 2017). As a matter of fact, some rookies
do not have any chance to adjust to their body clock and suffer from insomnia or
they sleep excessively (Price, n. d.). In addition, working continuously in the night
shift can shorten the life span of a person. There are 19% of chances that a worker
will encounter cardiovascular disease in continuously working in the graveyard shift.
The percentage will be 25% if the worker continues working in the night shift in
straight 25 years (Hall, 2015).
The researchers said that working at a night shift can cause a heart disease
and cancer (Violanti, Vila et al., n.d.). Also having depression, anxiety, and other
state of mind is caused by absence of rest. Meanwhile, working to a person’s sleep
cycle generates sleep disorders and fatigue. It can make people think on the
negative side. One of the possible solutions is taking stimulants such as coffee or
pills that contain caffeine and sedatives or known as sleeping pills will make a
person to have a symptomatic relief. This solution has only a temporary effect to the
person taking it and can show side effects if not advised by medical personnel
(Eastman et al, 2011).
Another one is to fully shift the circadian clock or body clock of the person.
Moreover, Eastman (2011) says that the employers should give their employees a
little time to adapt to a new working shift and a well-arranged work schedule
because according to the researchers, ―You can’t phase shift the circadian clock with
a rapidly rotating shift schedule because the clock can’t move that fast." (n.a., 2017).
On the other hand, female’s ability working at night is risky than their opposite
gender. The production of sleep hormone or the melatonin of the females is different
to the male (Paddock, 2016). Hence, the circadian rhythm or sleeping cycle will
affect the performance on both of the genders. In the research of Dijk (n. d.),
measured the performances of the workers in the graveyard shift. It showed that the
females are tired from their night shift. Meanwhile, males have energy to do activities
after working in the graveyard shift.
Working Environment in the Graveyard Shift
Stress is said to be the one of the hard opponent of employees when it comes
to work. It can lead anxiety and depression that can cause unproductive work and
unhealthy living.
―Stress is common among call center agents. But night

shift agents experience twice the amount of stress
because their work schedule disrupts their normal
sleeping pattern or circadian rhythm.‖ (Mendejar, 2017)
Stress is expected in the work environment of a call center because agents
are told to keep their patience especially when taking rude calls from impatient
clients. Staying awake at night by drinking energy drinks such as coffee and eating
chocolates that makes someone get a full amount of energy can give stress to the
person who works at night. However, when someone works under an inconsiderate
supervisor, being stressed at work is understandable (n. a., 2017).
As indicated by Maxon (2017), three out of each four American specialists
portray their work is distressing. Stress is not generally a terrible thing. It can fortify
imagination and efficiency. Being stressed and pressured can cause some positive
effects, for example the person can think faster solutions to a problem and gives
better ideas.
Another factor of the employees being stressed at work is due to pressure.
The pressure from their supervisors and from their colleagues affects the
performance of the employees at their work. As per to Robert Ostermann, professor
of psychology at FDU's Teaneck-Hackensack Campus (n. d.),
―People pressure, for example, obscure supervision,

strain among partners and fear can cause push and what
increasingly in the event; you have absence of rest and
effectively bothered when you are working in night shift.‖
Whether, you are on the morning or night shift an employee can experience
stress due to the peer pressure of their colleagues. In the same way as what is their
ranking in the organization that gives them more pressure and stress due to their co-
workers’ pressure. Taking responsibilities is a factor for being pressured at work.

Effects of Lack of Sleep to the Employees Assigned in Graveyard Shift
If you aren't getting enough sleep, or you are sleeping at the wrong times, or
have poor quality sleep, you'll likely feel very tired during the day. You may not feel
refreshed and alert when you wake up and go to work. This can cause poor
performance in your company and can link to many chronic health problems,
including heart disease, kidney disease, high blood pressure,
diabetes, stroke, obesity, and depression (n. a., 2017). According to the health
experts of Sutter delta Medical Center in Antioch, California (n. d.),
―…permanent night shift duties resulted in serious health

concerns for call center employees, wherein sleep
disorders were observed among 83% as compared with
the average people that works in the morning with a rate
of 39.5%.‖
Lacking of sleep can further complicate their health as it can result in over-
fatigue, mood changes that can lead to depression, it can also decreased cognitive
functioning, poor executive functioning, and as well as impaired vigilance. He further
disclosed cognitive thinking techniques. This is the best way to manage stress in call
centers. Thinking techniques are now the main focus of almost all the stress
management programs. It is said that it is better to identify the thoughts that are
negative, rigid, and stress-inducing (n. a., 2017).
According to The Article Base (n. d.), ―…call center agents who are assigned
in night shift are more prone to different heart conditions.‖ It is most probably
because of chronic stress caused by lack of proper sleep. Chronic stress is also
caused by the change in their work patterns. The chances of heart attack for the call
center agents who worked in graveyard shift are very high. Lack of sleep and
chronic stress is cited as the main reason. The researchers said that an irregular
heartbeat can be an indicator a person will go on to develop more serious heart
problems. According to Steven (2017),
―Most call center workers work at times when they would

normally be sleeping, this could challenge the individual's
circadian rhythm because the sleep-wake internal clock
setting is at odds with sleep wake cycle of the shift
schedule ultimately resulting in circadian rhythm sleep
disorders.‖
Furthermore, when the shift schedule occurred, the sleeping patterns of the
person will be different to his or her sleeping routine. Most of the workers are unable
to sleep at daytime and it was the reason of sleep deprivation of the person. In
addition, their social life had a drastic change. In India, BPO industry workers
experienced less communication from their families and they felt insecurities among
the other industry workers. It was because they sleep at the morning and awake in
the evening, in which it is different from the normal routine of other workers (Raja
and Basin, n. d.). Meanwhile, Alistair Roque (n. d.) says that,
―Sleep deprivation can lead to several unfavorable

outcomes, such as inability to think critically and make
sound decisions. Switching to a day schedule on their
days off or going on rotating shifts. However, it can only
worsen these effects.‖
Mood disorders are also common among people who don’t get to have
normal amount of sleep. On top of these, working on the third shift predisposes call
center agents to improper eating habits and lack of exercise, which can cause
cardiac problems and other health issues. The lack of social interactions with family
or friends and time for recreational activities can also affect the emotional and
psychological well-being of night shift workers (n. a., 2017).
Surviving the Graveyard Shift
Call center companies has 24-hours a day and seven days a week of work
and employees were designated to different work hours. Call center employees
tends to feel difficulties when working on an assigned shift where their sleeping
pattern is affected, such as the graveyard shift (n. a., 2017). They have a hard time
to cope with the new working time and adjustments to their daily routine. Since, the
circadian rhythm or sleeping schedule is affected, sleep deprivation is one of the
problem the agents
Staying awake at this shift is the main goal of the workers to satisfy the needs
of their customers. In addition, preventing the negative health effects is one of the
key to survive in this shift. Workers should set a sleeping schedule and good
sleeping environment. Doing work at night interrupts our normal sleeping pattern and
affects our immune system. At the same time, lessen the drinking of beverages that
maintains alertness throughout the day. In addition, eat healthy food and exercise
regularly. This helps the body to accumulate enough vitamins and energy for work
(n. a., 2017).
With this in mind, working at the night shift is all about surviving and
preventing the health issues of the call center agents. It is important to take care of
your body and make health be the priority of the agents because there is no
assurance on being safe on other health problems.

Local Literature
Philippines as Call Center Capital of the World
Call center jobs are considered as one of the difficult jobs in the business
industry. Answering calls from customers who needed help is not an easy task to do.
Customer service representatives had to deal with irate customers and peer
pressure. Philippines is already on the world stage and it must provide the best
quality of service to other countries thru this industry.
BPO industry is blooming in the Philippines and it catches the attention of
unemployed Filipinos to enter in that industry. Companies here in the Philippines are
lowering its standards just to be in the quota in their contracts. However, as said by
Chanco (2014), it is the best way to give the country a bad reputation. Language
trainings and customers care seminars for a few months before starting working will
help to increase the intellectual skills of Filipinos in terms of working about the job
and handling customers.
Meanwhile, government should partner with the BPO companies here in the
country to have a balanced business environment and to retain the rank of the
country in the BPO industry in the world. Projecting the annual revenue of $22 billion
of BPO industries here in the Philippines, this is still an area of certainty.
Multinational companies are eyeing the developing Call center hubs here in the
country and it can help the relationship of the Philippines between other neighboring
countries (Abadilla, 2017). On that note, former Department of Trade and Industry
Sec. Greg Domingo (2014) said that the BPO industry in the Philippines is
successful, regardless of issues and bad comment from foreign countries,
Philippines is still on the top spot. Also, the government with the help of the private
sectors is tackling these problems.
Positive Effects of BPO industry
BPO industry has been popular to the Philippines ever since it was
established here in our country. It has phenomenal growth in the business industry
with a population of more than 100 million in Southeast Asia (n. a., 2017). It gave
jobs to the Filipinos who are unemployed and cannot find a job that has a connection
with their chosen college courses, which makes them underemployed. In addition,
having a good vocabulary in English is an added point for them to become a call
center agent.
BPO industry helps not just only the Philippines’ business industry but the
Filipinos also. In this case, our government is trying their best to attain the good
development of BPO industry. It is said that the BPO industry can generate 55 billion
US dollars in 2020 by the World Bank, which proves that companies are competitive
and profitable. The Department of Education will improve the education and trainings
to produce graduates for this industry. It will strengthen the position of the country as
a destination of projected foreign investors (n. a., 2015).

Rules of the Graveyard Shift
Every year, numbers of graduate students are increasing; it means there will
be another batch of people who needs a job. Having a job is like winning the lottery
because for us after graduating we already want to have job. However, not all of us
are guaranteed to have a job that fits to our educational attainment. On the other
side, graduates opted to choose a job that requires them to do the different job from
what they learned in college and have a work shift that will affect to the person’s
daily routine.
Under the Labor Code of the Philippines, working at night is gender neutral.
Both of the genders can work at night, but the employers should focus on the health
problem workers can encounter during the working time. Under those
circumstances, employers should let their employees to undergo a health
assessment that is given by the company and receive a psychological attention to
reduce the mental health problems of the workers. This health review must be
conducted before a worker will start his or her work. This kind of benefit of the
employees is the responsibilities of the company, and they should provide their
workers a healthful working environment (Palabrica, 2011).
Moreover, the compensation of the employees is left to the company’s
discretion but they still must recognize the exceptional natures of working in the
graveyard shift (n. a., 2011). Lack of money was the reason why people are working
constantly. It does not mean that the workers should work exceeds to the point that
they neglecting their health.
Reasons Why Filipinos Work in the BPO Industry
Filipinos are known to be family-oriented people and they tend to find a job
which satisfy their family’s needs. The fact that a call center company does not
require specific age, educational attainment and has a high rate of salary it is
already a catch to a job seeker (n. a., 2017). As a matter of fact, after six months of
working in the call center an employee can achieve being one of the regular
workers, who will have better benefits and much higher benefits that the other
workers or file employees (n. a., 2014). Working in the call center companies is one
of the options of Filipino job-seekers. Call center are front line of customer service
and has in demand jobs in the business industry.
It is a tough kind of job especially when you are on a night shift. Working in
such industry will may lead the employees to an unhealthy lifestyle. Employees can
get health issues and this may result to hypertension. An agent should be wise in
taking care of yourself especially when your shift is at night and have an appropriate
working time schedule (Armando, 2014). Despite of the common health problems
faced by the call center agents, such as depression, anxiety and chronic illnesses,
they still chose being a call center agent, because of the salary and benefits offered
by the company (n. a., 2017).

Filipinos on Working in the Graveyard Shift
Filipinos used to work in graveyard shift and some of us are already immune
with that kind of working time. Many jobs here in the Philippines are required to work
in graveyard shift for example security guards, armed forces, doctors and nurses are
the workers who are working for 24 hours and seven days a week. Sleepless nights
are one of their problems in their jobs and stressful situations they are experiencing.
Not completing the number of hours of sleep and late-night jobs can toil on a
person’s mental health. The unusual working schedule affects the circadian rhythm
and the biological processes of the person get disrupted (n. a., 2013). Working night
shift is connected to many health concerns such as sleep disorders, and other
physical health problems. Although, Filipinos are experiencing this kind of
circumstances, they continue to work at this industry, because of the fact that they
will get a higher salary than working at the proper working time. In connection with
that, companies are giving better benefits to the employees who work in the
graveyard shift (Alegado, 2013).
It is given that working in the BPO industry or being a call center agent is a
high paid job here in the country, there are 5,000 active graveyard shift workers here
in the Philippines. The country surpassed India and Bangladesh for the amount work
the Filipino do in the industry. Filipinos supply of work is constant over the years.
This targets the Filipinos to work in well-known BPO companies (Ipeirotis, n.d.).
Problems of Call Center Agents in the Philippines
Philippines is one of the Asian countries who are well known when it comes to
BPO industry. On the other side, Filipinos suffer in working in the various call center
companies due to the work shift (n. a., 2017). According to the Department of Labor
and Employment (2012), the call center sector has the high turnover rate of 18 to 20
percent. Working on a graveyard shift is necessary for the call center agents
because they need to match the hours and time zone of the foreign clients.
―Call center agents working graveyard shifts face serious

health problems. According to the DOH, the lifestyle-
related illnesses such as stroke, heart disease and
cancer have risen at an alarming rate among call center
workers.‖ (n. a., 2017)
Filipino BPO industry workers work on different time shifts that they might
have some illnesses and diseases, but they have been just ignoring it. They might
face a serious health problem like stroke, heart disease and cancer. The risk of
getting those illnesses is been increasing and dangerous to the entire BPO industry
workforce (n. a., 2017). Furthermore, having hectic schedules, stress, lack of sleep
and no exercise are the unhealthy lifestyle of the call center agents that caused the
occurrence of their health problems such as high blood pressure (Montecillo, 2012).
Working on a night shift causes health risks. Some common illness of the call
center agents who work at night are ulcer, depression or anxiety, insomnia, and etc.
In experiencing such illness call center agents must include a healthy routine outside
the industry. It includes exercise, balance diet and a proper life style. It will lighten
your mood and to relax your mind from work. This is an effective way of releasing
your stress since it is within an individual's control (n. a., 2014). According to the Call
Centers Association of the Philippines (2012), 20 to 30 percent of call center agents
are still having a time to do exercise and have healthy diets. Their research said
that, if people are not fit, usually they have decreased their productivity and affects
the company and penalized by their clients.
Moreover, Filipino call center agents nowadays but then where are they come
from. Many call center agents finished their studies in different famous universities in
our country. However, many call center agents are still unbelievable that they ended
up of being call center agents. The profession they wanted was just only a dream
after all the sufferings they encountered in college. Especially, when they are talking
about the money or the salary of a call center agents (De Leon, 2014).
Having great speaking skills is a major skill needed in order to be a call center
agent. This profession encounter difficulties in the voice of the workers. Offices are
air-conditioned and cold environment might cause the dryness of the throat of the
workers. Losing their voice means losing their job as well. Therefore, it is important
for them to take care of their voice by having vocal hygiene and techniques on how
to well properly take care of their voices (Magellan Solutions, 2009).

Foreign Studies
Work and Life Balance of Call Center Agents
Facing the computer on a number of hours and answering calls from the
customers is the nature of work in the BPO industry. Workers in the call center
companies often encounter a rude costumer that makes them to delay their queue.
Even more, when they exceed to the designated number of minutes to talk with the
customers, there is a possibility that they will have a low performance rate from the
supervisors (n. a., 2017).
The emotion burden of call center which results from the expectations that
they will have a smooth interaction. The employers even monitor every work such as
their moods, facial expressions, and the way they will talk with the customer.
Nonetheless, the management tries to have a ―structured socialization‖, wherein the
employees have a privilege to organize events that will balance their work and life
(Tripathy, 2017).
Hence, employees are still experiencing emotional exhaustion that leads to
higher level of stress and burnout. Additionally, the projection of image of a superior
work, ambience of the workplace, proper designation of work and most of all
impressive salary structure is one of the weapons of the management to retain its
employees from resigning due to stress (n. a., 2017).
Indeed, the companies must prioritize their employees. Addressing issues
must be convenient to them especially about mental health problems of the workers.
The industry must have the initiative to listen to the associates to cater the diversity
of the workforce (Mathew, 2017).
Job Stress and Work-Related Health Problems of Call Center Agents
There is a rapid growth on the BPO industry or as known as Call Center
companies in the different countries, especially to those English-speakingnations.
Call center industries is being characterized as stressful job to handle and causes
depression and anxiety among the employees. For instance, dealing with the difficult
customers is one of the stressor of the agents (Lin et al, 2009). On the other hand, if
an employee received that kind of calls the employer or the supervisor should talk
with the employee (Wiegand, 2012). This strategy can lessen the burden; improve
the camaraderie and preventing negative mental health effects between the
employee and their employer.
Working on a call center is full of workload, although you will just sit on a chair
and answer customers’ call. In a like manner, it is in the nature of the job in the BPO
industry that it is a demanding job which leads to being stressed (Wiegand, 2012).
The National Institute for Occupational Safety and Health (NIOSH) stated that,
―Job stress is a harmful physical and emotional response

that occurred when job demands do not match the
capabilities, resources, or needs of employees.‖
We encounter such conditions especially working at night. It was found that
Job stress is the reason why call center agents experienced depression and anxiety
to their jobs. The research of Dr. Douglas Wiegand (2012), that 18% of Call center
agents with the population of 50, experienced severe depression symptoms.
Meanwhile, 26% of the employees with the same number of population have
anxiety.
In addition, the occurrences of depression and anxiety to the workers were in
lined with the high demand of the job and low ratings of perceived job control (Hong
et al, 2009). In the same way, workers who perceived high percentage of job stress
had significantly increased in risks of multiple health problems not only about mental
but also in physical health (Chen et al, 2009).
Poor Performance of Call Center Agents Working in the Graveyard Shift
Employees who worked in night shift are usually the stressed ones. Being
stressed over somethings can lead you to different aspects that can affect your
work. As stated by the Indian J Occupational Environment Med, (2012),
―BPO employees performed poorly compared to their

controls in tests for mental speed, learning and memory,
and response inhibition.‖
Working on a night shift is really stressful to others. Being a call center agent,
you have to be serious all the time when answering calls that can lead to draining
productivity. Being drain while on work can caused stress and unproductive work.
Schedule group activities that allow your employees to loosen up and take a break
from their routine assignments. Casual Friday and team-building exercises are two
suggestions (n. a. 2017).
Emotional Exhaustion of the Graveyard Workers
Exhaustion is at the core of burnout, it is important to add our understanding
of the psychosocial and other factors in the work environment that may contribute to
exhaustion among employees. According to Demerouti (2002),
“…call-centre managements arrange for "structured

socialisation" of the employees such as organising
consultative forums, arranging get-togethers, etc, the
main objective of all this however being the "(striking of)
the `right' balance between work and fun, thereby
creating a `productively docile' workforce.‖
The relative significance of heavy physical demands has tended to decline in
the work life, but many jobs still contain physical demands and these continue to be
associated with various health-related problems (Tipathy, n. d.). It has been
emphasized that the essence of exhaustion is more mental than physical fatigue.
Nevertheless, physical work factors play a role and they too need to be considered
when examining the association between psychosocial factors and exhaustion.
\
Sleep Deprivation of Call Center Agents
Sleep deprivation has a study design to evaluate the effects of sleep loss. In
almost 24-72 hours the subjects are kept awake continuously in accordance to the
SD protocols. However, in chronic partial SD, dring several consecutive nights
subjects are allowed to have restricted sleep time (Alholaand Kantola, 2007).
―The decrease in attention and working memory due to

sleep deprived is well established. Vigilance is especially
impaired, but a decline is also observed in several other
attentional tasks.‖
Being sleep deprived can affect to any real-world behavioral compensation
such as increased caffeine intake that would help improve performance after sleep
loss. It is believed that visual tasks would be especially vulnerable to sleep loss
because iconic memory has short duration and limited capacity (Raidy and Scharff,
2005). Another suggestion is that sleep deprive impedes engagement of spatial
attention, which can be observed as impairments in saccadic eye movements.

Health Issues among the Call Center Agents and Working on Graveyard Shift
in India
Human body is not nocturnal in nature. Humans are supposed to work during
the day and sleep at night. The human body has its own limitations and whoever
goes against it can be unhealthy. However, today everyone cannot get a day time
job. People mostly work on a graveyard shift and experiences heavy problems.
Once the shift is changed the body will find it hard to adapt and it will cause health
risks. According to Carlyle (n. d.),
―A health of a body or of mind is defeat. Health alone is

victory. Let all men, if they can manage it, contrive to be
healthy. But for call center employees managing health is
a surreal proposition.‖
Call center sector in India is a new field and one of the fastest growing
employment today. Due to different time zones work is performed during night hour
which is suitable for their international clients. It is called the ―graveyard shift‖ or ―US-
UK shift‖. The load of all the sleepless nights might result in anxiety and related
conditions. Workers who work during graveyard shift, usually smokes and drink a
high amount of caffeine to counter-attack sleep, be focused to their work those are a
quick-fix solution to their problems. Such habits can not only affect to their health but
also their daily routine at work (n.a., 2017).

Raja and Bhasin (n.d.), said that employees at the call center must express
positivity to their customers and leave behind their negativity while they interact with
their customers. If these negative emotions like, frustration and anger was seen
during the phone call with a customer might change the state of mind of the
customer.
In a view of high currency of stress, anxiety and depression among the call
center agents there is a need of counseling with a psychologists, psychiatrists and
physicians to know the problem and lessen the pressure felt by the employee.
Combating mental health problems is partnered with the employer and the
employees. Giving destressing facilities (e.g. library, meditation area, and etc.) can
ease the health problems of the employee. The employee will have an assurance
that they are well cared by their employers (Raja and Bhasin, 2017).
Local Studies
Stressors of Call Center Agents
Overworking, decreased rate of productivity and concern about their health
are the signs that call center agents are stressed. Continuously working on night
shift creates biological imbalance to the employees that causes them to be stressed
at work (Ilagan et al, 2014). So much stress reduces the work performance of the
employee and has a direct relationship with the amount of work an employee will do.
Anxiety and depression are the result of being stressed of the call center
workers. Shift rotation, irregular mealtime, sleep deprivation, performance demand,
and less time for socializing are their common stressors. These stressors are the
outcome of not having actions of the BPO companies to solve the problem. In
addition, it shows that call center agents are unhealthy and needs to cope further to
their working environment (Gumasing et al, 2014)
Awareness on Shift Work
The call center industry is one of the greatest and quickest developing
ventures in the Philippines, as well as, all over the world. Philippines is one of
leading countries in the business procedure outsourcing industry in the worldwide
scale. The present demand of the BPO industry indicates positive economic effects.
On the other hand, issues according to the shift work, especially to the graveyard
shift is rising and many are interested to raise awareness about it. According to Sibal
(2011),
―Recently, public awareness on shift work in the

Philippines has increased with the quick rise in the past
ten years of the business process outsourcing (BPO)
industry in the country.‖
Night Shift workers are the one that are sacrificing for the growth of the
industry. In the examination in 2012, where 1,500 call center agents experienced a
―bio impedance analysis‖ directed by the Department of Health. They also found that
60% of the respondents have higher metabolic ages than their real ordered ages,
which is credited to their bodies being under a ton of stress. That implies their bodies
are more seasoned than their genuine age.
Effects of the Working Shifts to the Call Center Agents
Having a longer period of doing work has negative impacts to the workers.
Employees are exposed to occupational hazards and have a less time of recovery
when they caught several health problems. Employees designated to different
working shifts have a difficulty in social relationships and activities with the
community (Caruso, 2016). It is being reported to greatly affect the worker’s health
and state of mind. As a matter of fact, it reduces the economic productivity of the
person caused by their nature of work.
Setting up how to accomplish working conditions keeping in mind the end
goal to add to the representative health is basic. Inside the medical and specialty
focuses nature of work, work hours and workload were distinguished as factors that
affect the working conditions (n. a., 2017).

Madelyn Cruzat, a researcher from Lyceum of the Philippines – Batangas,
had said that the importance of having projected action plan to their employees who
suffer from psychological illnesses from working in different shifts must restore their
well-being by having several trainings and coping mechanisms strategies which
physical health programs are involved (2014). This might result to accomplishments
made by the employees. Call center agents will be eager to work, improve their skills
and be adapted to the work environment once the company modifies their programs.
Different working schedule and being assigned to different working shifts is
stressful to the workers, nevertheless they minimize their stress thru socializing with
their fellow workers. Concentration and time management is the strategies of the
workers to maintain their mental and physical state. Yet, some call center agents are
emotional exhausted, pressure from work and job overload are the common reasons
of their difficulties at their jobs. These problems can lead to psychological problems
which must be remembered by the companies and they must be equipped with
mechanisms to cope tremendous stress (Cruzat, 2014).

Behaviors of Call Center Agents Working in Graveyard Shift
Night work gives call center agents a freedom. However, being appointed to
work at night is much stressful. Workers are being pressure to meet the maximum
amount to queue of call and they do not have enough time to have a day off. Sudden
changes of the call center agent’s behavior are caused by some factors. Lifestyles
of call center agents are different from the normal workers. Call center agents are
being appointed to different working shifts. They might be on the morning or night
shifts. Half of the Filipino call center employees are working in the Graveyard Shift.
In the study of University of the Philippine Population Institute (2010), 47.7% of them
suffered from insomnia and 54% experience fatigue. Their study shows that a call
center agent gets a roughly six hours of sleep. Lack of sleep causes them to drink
and smoke in some times. In addition to that, high percentage of call center agents
is engaged in pre-marital sex than to others.
In the conducted survey of Jullie Anne Sibug (n. d.), mood shifting ranked as
the first behavior of a call center agent caused by working in the graveyard shift. It
was followed by undergoing eating disorders, getting irritated, exhausted, having
lack of sleep and being into gambling. These are the negative behaviors of the call
center agents that needed responsiveness from the company to result a nicer work
environment to the call center workforce.

Burnout Level of Filipino Call Center Agents
Burnout is synonymous in employee turnover. Philippines have high turnover
rates that correspond to the impact of working schedule, less social support and
being isolated to the society. Mostly, the call center agents nowadays are the new
graduates which is their ages ranges from 20 to 25 years old in which they lack in
working experience and trainings, thus they get drained easily. Burnout is also the
serious and the problems of each BPO company in which this kind of environment
will be a perfect place to study about stress. As said on the study of Agnes Montalbo
(2014),
―When people are experiencing burnout, they are most

often referring to the experience of exhaustion because
this is the most obvious manifestation of burnout.‖
In this case employees reached the maximum point of their tiredness. Call
center agents are on the thought of withdrawing to their work or simply resigning
from the job. As an illustration, employees are already decreasing their cognitive and
emotional involvement to their work, just to normalize their energy. Workers
evaluated their selves as being not competent and they do not have any
achievements for their job and to their company which results to low professional
efficacy.
Coping Mechanisms of Filipino Call Center Companies to Reduce Work Stress
Filipinos are pressured to have a job, but then if they are accepted to a
company, how can an employee do the job if the employee do not know what to do
to the said job. Call center agents are the example of employees who are
experiencing how to cope up the job, people and their surroundings. Furthermore,
few call center agents are the people who came from different courses and different
perspective in life. Catching up to their work environment is difficult for the
employees, because of the changes from their working schedule and workloads.
Changing shifts or rotating shifts are known the problem of the call center
agents. An employee was in the night shift; according to researches the level of
stress are really their opponent for the reason that there are gaps in the time here in
our country and in the other country. Call center companies are recently thinking
about how to solve and implement behavior management that will reduce the
problems (Cruzat, 2014). Likewise, BPO industries nurture globally competitive
human resource models that able them to reinforce worker and management
relationships and workforce empowerment. Some of the companies has health
assessment which they will found how the stress level of their worker and projecting
a PHP 21,000 to PHP 28,000 budget per year in each employees training (n. a.,
2007).
The expected hectic schedule of the call center agents are neglected by the
company. For example, employees who are working students, their focus is divided
into two; their job and school. Cases like this do not have enough response from the
organization. Whereas, BPO’s are giving attention dealing with this aspect like
working condition and work-related issues (Manuel and Ramos, n. d.).
Meanwhile, to reduce the stress of call center agents, a company should
implement stress management programs. It will help to highlight their strategies in
handling the stress of employees and study the certain productivity rate of their
agents. Employer’s form of empowerment and way of leadership are some of the
factors to helping to lessen stress of their workers. It will correspond in how the
workers will act in their job. Possibilities of a sudden increase in working
performance and turnover, also employees will be satisfied at their job and will be
committed to the company (Ilagan, 2013)

Synthesis of the Review of the Related Literature and Studies
Presented in chapter 2 is a synthesis of research that supports the thesis -
―Occupational Stress of Call Center Agents Under Graveyard Shift‖. It includes in
this chapter different kinds of writings like essays, studies, journals, lines and
phrases from magazines, other thesis, etc. that supported the said research.
The researchers on related literature and studies presents the different kinds
of lifestyle of call center agents under graveyard shift, the possible stressor of
agents, the effects of working in graveyard shift. It is also in there the positive and
negative effects of working in graveyard shift, the stand of other people about this
matter, reasons why they chose to be in this work, and the current and previous
standing of BPO Industry in the Philippines.
This chapter includes the key to answer the research problems and to have a
better understanding in health conditions of call center agents that are suffering from
occupational stress.
CHAPTER 3
Research Methodology
This research clearly defines the research methods used to conduct the
study. The researcher explains how the necessary data and information to address
the research objectives and questions was collected, presented, and analyzed.
Reasons and justifications for the research design, research instruments, data
sources, data collection, techniques, data presentation techniques, and analytical
techniques are given.
Research Design
This research is conducted to assess the occupational stress of call center
agents caused by working in the graveyard shift. In this study the researcher used
the quasi-experimental research design. Quasi-experimental research design is
used to determine the cause and effects of the factors of the occupational stress of
the call center agents. The data in this design is not manipulated hence; we will use
questionnaires and statistics to analyze the data gathered.
The sampling technique used by the researchers is purposive sampling but
done in pure random sampling. The purposive sample is a non-probability sample
that is selected based on the characteristics of a population. The respondents are
chosen on their knowledge of information.

Since, the target population and the focus of this study is the call center
agents working in the graveyard shift, the researchers will administer the distribution
of the survey forms to the call center agents within Metro Manila.
Population, Sample Size and Sampling Technique
The type of sampling technique that was used in this study is purposive
sampling technique which is a non-probability technique. It is a sampling method in
which the researchers rely on the judgement when choosing respondents of the
population to participate in the study. In this study concerning the call center agents
and the effects of stress on a graveyard shift. The researcher’s goal is to fulfill the
research objectives.
Target Respondents
Margin of Error (%)
(population size)
100 10%
The target respondents of the researchers are 100 people. To get the sample
size, the researchers used Slovin’s formula which is a formula to get the ideal
sample size for a given margin of error and population size.
Formula:
n=
Wherein: n = sample size
N = population size
e = margin of error
( )
The researchers will have 50 respondents to answer the survey questionnaire.
Description of the Informants
The participants of this study are the call center agents who are working in
the Graveyard Shift. The researches chose the call center agents in the Metro
Manila who are currently working in the graveyard shift as the respondents. There is
an assumed population of 100 call center agents within the cities of Metro Manila. In
accordance to the computation of the sample size, there will be 50 respondents in
total. The researchers used purposive sampling done with pure random sampling.
(see Population, Sample Size and Sampling Technique).

Research Instrument
The researchers used a questionnaire made by Unite the Union organization
that is based in the United Kingdom. The survey questionnaire is titled ―Stress at
Work Survey‖ (see Appendix 1). According from the organization, this questionnaire
will help to understand the stress felt by the workers on their companies and to know
if there are projected plans from the company to defeat occupational stress (Unite
the Union, n. d.). In this questionnaire there are Dichotomous Survey Questions and
Semantic Differential Questions to further know the effects of work-related stress to
call center agents. Aside from the fact, that using a questionnaire to gather data is
more easy and economical to distribute; it will also give accurate information from
the respondents. In addition, the respondents have enough time to reflect about the
question and can consult their answers again and the respondent’s answers are free
and unbiased.
Data Gathering Procedure
The researchers checked the validity of the questionnaire from a consultant
before it was distributed to the target respondents. In addition, there is also a letter
written for the respondents, that the researchers will secure the participant’s
information and solely use it for academic purposes and in the letter there is an
explanation about the study and its purpose for the BPO industry here in the
Philippines (see Appendix 2). The researchers used a survey questionnaire that is
distributed thru Google Forms for easier access and tabulation of data. The
questionnaire used is from Unite the Union organization and it will help to further
understand the occupational stress that is felt by every call center agents working in
the graveyard shift.
Statistical Treatment of Data
The researchers used the following statistical treatment to be able to interpret
the data gathered. The percentage and weighted mean are the tools use to interpret
data.
 Percentage
This will employ to determine the frequency counts and percentage distribution
of personal related variables of the respondents.
Formula:
Wherein: % is the percentage
F is the Frequency
N is the total number of respondents
100 is a constant value

 Weighted Mean
This will be used to determine the assessment of the respondents with regards to
their personal profiles.
Formula:
Wherein: X is the weighted mean
F is the frequency
x is the weight of each item N is the number of cases

Chapter 4
PRESENTATION, ANALYSIS AND INTERPRETATION OF THE DATA
This chapter presents the interpretation of the data collected and its analysis
that will correspond to the stated problems in the Chapter 1. The purpose of this
study is to assess the stress levels of call center employees working in the
graveyard shift.
Quasi-experimental research design is used in this study to distinguish the
various causes of occupational stress to the call center employees and its effects.
The researchers assumed a population of 100 call center agents within Metro
Manila. Based on the computation, there will be in total of 50 respondents from the
population. Furthermore, purposive sampling in a form of simple random sampling is
used as a sampling technique and a questionnaire is distributed to the respondents
to understand the work-related stress of the employees in the BPO industry.

1. Demographic Profile of the Respondents
1.1 Sex
Table 1
Frequency and Percentage of the Respondents by Sex
Sex Frequency Percentage
Male 19 38.0
Female 31 62.0
Total 50 100
The researchers have in total of 50 respondents from the assumed population
size of 100 employees of call center companies who are working in the graveyard
shift within Metro Manila. Based on the Labor Code of the Philippines, both male and
female can work at night. In the Table 1 it shows that the majority or the 62% of the
respondents are female and the remaining 32% are male.

1.2 Age
Table 2
Frequency and Percentage of the Respondents by Age
Age Frequency Percentage
20 and 6.00
3
below
21 – 25 17 34.0
26 – 30 15 30.0
31 – 35 13 26.0
36 and 4.00
2
above
Total 50 100
The most common age among the respondents ranges from 21 to 25 years
old with 34% which is 17 out of 50 respondents, 30% or 15 respondents are 26 to 30
years old, 13 or 26% are 31 to 35 years old, 6% or 3 are ages 20 and below and 2 or
4% are 36 years old and above. The age ranges 21-25 years old were the
employees who are considered as the newly graduates. In that age range, they lack
in working experience which is required when looking for a job. Also, they do not
have enough training to do a new work for their job. Additionally, they are the most
people who experience burnout or they get drained at work. On the other hand,
these age ranges are the common job seekers that are being employed in the BPO
industry (Montalbo, 2014).

2. Factors Affecting the Occupational Stress of the Call Center Agents
Working in the Graveyard Shift
Occupational Stress is a problem in every industry. It will affect their working
performance. The employees who felt a lot of stress, they are unhappy with their job
(Talkdesk, 2017). Everyone feel stressed to their works, however in the graveyard
shift there are more risks in their health and well-being (Prize, n. d.).
2.1. Work-Related Stress
2.1.1. Sex
Table 3
Population and Percentage of the Respondents by Sex
Gender N
Percentage
Male 19 38.00
Yes
Female 31 62.00
Aware of stress at 0
Male 0
work. No
Female 0 0
Total 50
100
Male 12 24.00
Yes
Female 22 44.00
Stressed in work
Male 7 14.00
No
Female 9 18.00
Total 50
100
Male 5 10.00
Generally suffer Yes
Female 14 28.00
from symptoms
caused by stress in 28.00
Male 14
your workplace No
(specifically Anxiety Female 17 34.00
and Depression)
Total 50
100
In comparison with that, the result in the Table 3 shows that the entire
surveyed sample is aware of the stress at work. Most of the population, with 44% or
22 females and 24% or 12 males feel stressed at work while the remaining 32% of
both genders tell otherwise. Meanwhile, the females are more likely to be stressed
than the males. Paddock (2016) gathered information from the Sleep Research
Center that the production of sleep hormone is different between the sexes. Females
tend to have low performance on the job, since they do not have enough time to
sleep and their circadian rhythm is already affected from working in the night shift.
For this reason, not having enough sleep can affect the cognitive skills of the call
center agents, which results to their occupational stress felt while working.
Anxiety and depression is the result of absence of rest or sleep. Those
psychological factors were the reason why many are taking up stimulants such as
coffee and alcohols to have a relief and reduce the stress they feel at work (Eastman
et al, 2011). In the Table 3, majority of both male and female doesn’t suffer from
symptoms caused by stress in their workplace for having 34% or 17 female and 28%
or 14 male who answered no. This states that working in the night shift does not
result much stress to the both genders and they do not feel anxious or depressed at
work.
2.1.2. Age
Table 4
Population and Percentage of the Respondents by Age
Age N
Percentage
20 and 6.00
3
Below
21 – 25 17 34.00
Yes 26 – 30 15 20.00
31 – 35 13 26.00
36 and 4.00
2
Aware of Above
stress at 20 and 0
0
work. Below
21 – 25 0
0
No 26 – 30 0
0
31 – 35 0
0
36 and 0
0
Above
Total 500
100
20 and 6.00
Stressed in 3
Yes Below
work 24.00
21 – 25 12
26 – 30 9 18.00
31 – 35 10 20.00
36 and 0
0
Above
20 and 0
0
Below
21 – 25 5
10
No 26 – 30 6
12.00
31 – 35 3
6
36 and 2
4
Above
Total 50
100
20 and 4.00
2
Below
21 – 25 9 18.00
Yes 26 – 30 4 8.00
31 – 35 4 8.00
Generally
suffer from 36 and 0.00
0
symptoms Above
caused by 20 and 1
2.00
stress in Below
your 21 – 25 8
16.00
workplace 11
No 26 – 30 22.00
31 – 35 9
18.00
36 and 2
4.00
Above
Total 50
100
In the same as the Table 3, Table 4 shows the results by age of the workers
in the call center companies. The most common range the respondents feel stressed
at their work are from ages 21 to 25 with 24% of the population or 12 out of 17
followed by 31 to 35 years old with 20% or 10 out of 13 respondents, 26 to 30 years
old with 9 out of 15 respondents or 18%, all 20 years old and below feels the stress
and all 36 years old and above doesn’t feel it. The 21 to 25 age range of the workers
are considered as the newly graduate student. The 24% of the population reveals
that they are adapting to a new environment which has massive difference from the
school environment and even the employees who are 20 years old and below feel
stressed at work. In that age range, they are also going to face the reality of working.
Mostly those who are 26 to 30 years old don’t suffer from symptoms caused
by stress in their workplace with 22% or 16 respondents responded no, then 18% or
9 respondents from 31 to 35 years old, 8 respondents or 16% from 21 to 25 years
old, 2 respondents or 4% from 36 years old and above and 2% or 1 respondent from
ages 20 and below.On the other hand, the age ranges from 26 to 36 years old and
above are the seniors in this industry, which they have more experience in handling
stress.
2.2. Demands of the Job

BPO industries her in the Philippines grew larger in the Philippines due to the
excellent personal relations skill of the Filipinos. Companies should give a health
assessment in their workers to reduce the health problems of the workers from the
stress from work (Palabrica, 2011). However in the tables below it tells that the call
center employees and as well as the employers had balanced the job demands and
the leisure of the employees in both genders and the age ranges.
2.2.1. Sex
Table 5
Mean and Results of the Respondents by Sex for Demands of the Job
Question Gender Mean Result
Male 2.16 Low Level of Stress
a. Long working Low Level of Stress

Female 2.52
hours
Total 2.38 Low Level of Stress
b. Too much Low Level of Stress

Female 2.77
work
Very Low Level of

Male 1.74 Stress
Very Low Level of

c. Too little work Female 1.57 Stress
Very Low Level of

Total 1.63 Stress

d. Repetitive or
Female 2.65 Low Level of Stress
monotonous
work

e. Insufficient
time to do
your job
f. Not enough Female 2.63 Low Level of Stress

rest breaks
Table 5 shows both male and female respondents only experience a very low
level of stress whenever they have too little work and experience low level stress in
their long working hours, too much work, repetitive or monotonous work, insufficient
time to do their job and not enough breaks.

2.2.2. Age
Table 6
Mean and Results of the Respondents by Age for Demands of the Job
Question Age Mean Result
20 and Moderate Level of

Below 3.00 Stress
21 – 25 Low Level of Stress

2.47
a. Long 26 – 30 Low Level of Stress

2.47
working
hours 2.15
36 and Very Low Level of
Above 1.50 Stress
Total Low Level of Stress

2.38
20 and Moderate Level of
Below 3.33 Stress

2.76
2.93
b. Too much
work 31 – 35 Low Level of Stress
2.38
Above 1.50 Stress

2.70
Below 1.50 Stress
c. Too little
work Very Low Level of
21 – 25
1.59 Stress
Very Low Level of

26 – 30
1.93 Stress
Very Low Level of

31 – 35
1.38 Stress

Above 1.50 Stress
Very Low Level of

Total
1.63 Stress
20 and
Low Level of Stress
Below 2.00
Moderate Level of
21 – 25
3.18 Stress
d. Repetitive
or 26 – 30 Low Level of Stress
2.87
monotonou
s work 31 – 35 Low Level of Stress
2.23
Above 1.00 Stress

2.68
20 and
Low Level of Stress
Below 2.67

2.00
e. Insufficient 26 – 30 Low Level of Stress

2.53
time to do
your job 2.15
Above 1.00 Stress

2.20
f. Not 20 and Moderate Level of
enough Below 3.00 Stress
rest breaks

2.65
2.60
2.33
36 and
Low Level of Stress
Above 2.00

2.55
All of the respondents from each age group experience a very low level of
stress because of their too little work. Those with age 20 and below experiences a
moderate level of stress on their long working hours, too much work and they have
not enough work, low level of stress on their repetitive or monotonous work and
insufficient time to do their job. Respondents which age ranges from 21 to 25
experience a moderate level of stress on repetitive or monotonous work and low
level of stress on long working hours, too much work, insufficient time to do their job
and not enough rest breaks. Respondents from 26 to 30 years old experience a low
level of stress on all the remaining demand of their work. Respondents ages 31 to
25 experience a very low level of stress because of their too little work and low level
stress on the other remaining aspect of their job’s demand while those with age 36
years old and above they experience a very low level of stress on all of their work’s
demand except for their not enough breaks.

2.3. Lack of Control
National Institute for Occupational Safety and Health (NIOSH) stated that, the
occupation stress felt by the graveyard shift workers is a harmful response when the
works do not match the capabilities, resources and needs of the employees. In
addition, call agents Call center agents must be seen with positivity while talking with
their customers and leave the negativity from the job (Raja and Bhasin, n. d.). They
are expected to achieve the quota of calls per night and being supervised by the
managers. In which people pressure and obscure supervision are the factors that
affect how the employees manage their stress (Ostermann, n. d.)
In comparison with that the results of the gathered data is different from the
reviews made. Most of the call center agents under graveyard shift are not really
affected by the stress. It just proven that their work schedule does not prompt their
stress on work.
2.3.1. Sex
Table 7
Mean and Results of the Respondents by Sex for Lack of Control

a. Lack of control
over work
b. Unrealistic
targets
c. Pace of the Male 2.82 Low Level of Stress
work dictated Female 2.42 Low Level of Stress
by others Total 2.56 Low Level of Stress
d. Deadline Male 2.32 Low Level of Stress
which are Female 2.68 Low Level of Stress
regularly too Total 2.54 Low Level of Stress
tight
e. Unremitting Male 2.47 Low Level of Stress
pressures to Female 2.77 Low Level of Stress
perform well Total 2.66 Low Level of Stress
f. Over-harsh
discipline
g. Too much
supervision
Female 1.77 Very Low Level of
h. Too little
Stress
supervision
Total 1.90 Very Low Level of
Stress
i. Too little Male 2.68 Low Level of Stress
job/task Female 2.23 Low Level of Stress
specific Total 2.40 Low Level of Stress
training
In the Table 7, the respondents only experience a very low level of stress in
too little supervision and low level stress in their lack control over their work,
unrealistic targets, pace of their work dictated by others, deadline which are regularly
tight, unremitting pressures to perform well, over-harsh discipline, too much
supervision, too little job or task specific training.
2.3.2. Age
Table 8
Mean and Results of the Respondents by Age for Lack of Control
20 - below 2.33 Low Level of Stress
21 - 25 2.18 Low Level of Stress
a. Lack of control
over work
36 and 1.00 Very Low Level of
above Stress
b. Unrealistic
targets
36 and 2.00 Low Level of Stress
above
c. Pace of the 26 - 30 2.57 Low Level of Stress
work dictated 31 - 35 2.77 Low Level of Stress
by others 36 and 2.00 Low Level of Stress
above
d. Deadline 20 - below 3.00 Moderate Level of
which are Stress
regularly too 21 - 25 2.47 Low Level of Stress
tight 26 - 30 2.80 Low Level of Stress

above Stress
20 - below 3.33 Moderate Level of
Stress
e. Unremitting 26 - 30 3.13 Moderate Level of
pressures to Stress
perform well 31 - 35 2.38 Low Level of Stress
above Stress
f. Over-harsh
discipline
above Stress
g. Too much 31 - 35 1.62 Very Low Level of
supervision Stress
above Stress
20 - below 1.67 Very Low Level of
Stress
21 - 25 1.88 Very Low Level of
Stress
h. Too little 26 - 30 2.00 Low Level of Stress
supervision 31 - 35 2.00 Low Level of Stress
above Stress
Stress
i. Too little 20 - below 3.00 Moderate Level of
job/task Stress
specific 21 - 25 2.53 Low Level of Stress

training 26 - 30 2.27 Low Level of Stress
above Stress
Meanwhile, in the Table 8 those with ages 20 and below experience a
moderate level of stress ondeadline that are regularly too tight, unremitting
pressures to perform well, too little job or task specific training and low level of stress
on all other lack of control aspects. Respondents which age ranges from 21 to 25
experience a low level of stress on all of the lack of control aspects. Respondents
from 26 to 30 years old experience a moderate level of stress on unremitting
pressures to perform well and low level stress on other aspects. Respondents ages
31 to 25 experience a very low level of stress on too much supervision and low level
stress on the remaining aspects. Then those with age 36 years old and above
experience a low level of stress on their unrealistic targets and pace of their work
dictated by others while very low level of stress on the remaining aspects.
2.4. Work-Life Balance
2.4.1. Sex
Table 9
Mean and Results of the Respondents by Sex for Work Life Balance

a. Inflexible working Male 2.42 Low Level of Stress
hours (causing Female 2.35 Low Level of Stress
family problems &
etc.)
b. Unsympathetic
management
c. Unfair pay system Female 2.52 Low Level of Stress
d. Failure to Male 2.58 Low Level of Stress
recognise Female 2.71 Low Level of Stress
achievements Total 2.66 Low Level of Stress
Moderate Level of
Male 3.05
e. Skills not being Stress
fully utilised Female 2.65 Low Level of Stress
It is shown in the Table 9 that both male and female respondents are not
really that stressed on balancing their work and family/friends.
Male respondents experience a moderate level of stress when their skills are
not being fully utilized and low level of stress on their other work-life balance while
female respondents have a low level stress on all their work-life balance.
2.4.2. Age
Table 10
Mean and Results of the Respondents by Age for Work Life Balance

20 – below 3.33 Moderate Level of
Stress
a. Inflexible working 21 – 25 2.59 Low Level of Stress
hours (causing 26 – 30 2.33 Low Level of Stress
family problems & 31 – 35 2.15 Low Level of Stress
etc.) 36 and 1.00 Very Low Level of
above Stress
Stress
21 – 25 2.65 Low Level of Stress
26 – 30 3.13 Moderate Level of
b. Unsympathetic
Stress
management
above Stress
20 – below 2.00 Low Level of Stress
26 – 30 3.00 Moderate Level of
Stress
c. Unfair pay system 31 – 35 1.92 Very Low Level of
Stress
above Stress
20 – below 2.67 Low Level of Stress
d. Failure to 26 – 30 2.60 Low Level of Stress
recognize 31 – 35 2.62 Low Level of Stress
achievements 36 and 1.00 Very Low Level of
above Stress

Stress
e. Skills not being 26 – 30 2.73 Low Level of Stress
fully utilized 31 – 35 2.92 Low Level of Stress
above Stress
In the Table 10, those with age 20 and below experiences a moderate level of
stress ontheir skills not being fully utilized,inflexible working hours and
unsympathetic management and low level of stress on both their management’s
unfair pay system and failure to recognize achievements. Respondents which age
ranges from 21 to 25 experience a low level of stress on all aspects of work-life
balance. Respondents from 26 to 30 years old experience a moderate level of stress
on their unsympathetic management and unfair pay system while low level of stress
on their skills not being fully utilized and inflexible working hours, management’s
failure to recognize achievements. Respondents ages 31 to 25 experience a very
low level of stress on their unfair pay system and low level stress on the remaining
aspects. Then those with age 36 years old and above experience a very low level of
stress each aspect of their work and life balance.

2.5. Relationships at Work
2.5.1 Sex
Table 11
Mean and Results of the Respondents by Sex for Relationships at Work

a. Bullying,
Very Low Level of
harassment or Female 1.87
Stress
unwanted
Very Low Level of
behavior Total 1.94
Stress
b. Respect as an
employee
c. Discrimination or
Very Low Level of
prejudice from Female 1.87
Stress
colleagues or
Very Low Level of
managers Total 1.98
Stress
d. Risk of violence
Very Low Level of
and abuse from Female 1.77
Stress
customers or
Very Low Level of
service users Total 1.90
Stress
e. Working alone Female 2.03 Low Level of Stress
f. Lack of Male 2.00 Low Level of Stress
communication Female 2.03 Low Level of Stress
between
colleagues Total 2.02 Low Level of Stress
g. Lack of Male 2.00 Low Level of Stress
communication Female 2.03 Low Level of Stress
between staff
and management Total 2.02 Low Level of Stress
Female respondents experience a very low level of stress on bullying,
harassment or unwanted behavior, discrimination or prejudice from colleagues or
managers, risk of violence and abuse from customers or service users and low level
of stress in terms of respect as an employee, working alone, lack of communication
between colleagues and lack of communication between staff and management.
While male respondents experience a low level of stress in terms of their relationship
at work.
The relationships between co-workers helps each workers especially those
who are assigned under graveyard shift to reduce their stresses at work. It helps
them improve their relationship with each other and have a more productive work
and easy working life.

2.5.2 Age
Table 12
Mean and Results of the Respondents by Age for Relationships at Work

Very Low Level of
20 - below 1.67
Stress
a. Bullying, Very Low Level of
26 - 30 1.73
harassment or Stress
unwanted 31 - 35 2.00 Low Level of Stress
behaviour Very Low Level of
36 and above 1.00
Stress
Very Low Level of
Total 1.94
Stress
Very Low Level of
b. Respect as an 26 - 30 1.87
Stress
employee
36 and above 2.00 Low Level of Stress
Very Low Level of
c. Discrimination or 26 - 30 1.87
Stress
prejudice from
colleagues or
managers Very Low Level of
36 and above 1.00
Stress
Very Low Level of
Total 1.98
Stress
Very Low Level of
21 - 25 1.88
d. Risk of violence Stress
and abuse from 26 - 30 2.07 Low Level of Stress
customers or Very Low Level of
31 - 35 1.62
service users Stress
36 and above 2.00 Low Level of Stress
Stress
e. Working alone 31 - 35 2.00 Low Level of Stress
Very Low Level of
36 and above 1.00
Stress
f. Lack of
communication
between
colleagues Very Low Level of
36 and above 1.00
Stress
g. Lack of
communication
between staff
and management 36 and above Very Low Level of
1.00
Stress
Those with age 20 and below experience a low level of stress on all aspects
of their relationship at work except for bullying, harassment or unwanted behavior.
Respondents which age ranges from 21 to 25 experience a very low level of stress
only on the risk of violence and abuse from customers or service users and low level
of stress on the remaining aspects. Respondents from 26 to 30 years old experience
a very level of stress in terms of bullying, harassment or unwanted behavior, respect
as an employee and discrimination or prejudice from colleagues or managers and
low level of stress on risk of violence and abuse from customers or service users,
working alone, lack of communication between colleagues, lack of communication

between staff and management. Respondents ages 31 to 25 experience a very low
level of stress on the risk of violence and abuse from customers or service users and
low level stress on the remaining aspects. Then those with age 36 years old and
above experience a very low level of stress each aspect of their work and life
balance.
This elaborates that an agent on different ages does not care if they work with
younger or older people. They don’t stress themselves over those things as long as
they are doing their work right and productive.

CHAPTER 5
SUMMARY OF FINDINGS, CONCLUSIONS, AND RECOMMENDATIONS
This chapter provides the summary of findings, conclusions, and
recommendations of the researchers according to the outcomes of the survey
conducted during the study.
Summary of Findings
Based on the analysis and interpretation on the gathered data presented, the
following findings are hereby listed:
1. Demographic Profile
1.1 By gender
Most of the respondents are female with 62% of the population which consist
of the highest population of 31, while the remaining part is composed of male with
38% with the population of 19 with a total of 50 respondents.
1.2 By age
Among the population, the 36 and above years old have lowest respondents
which only contributed of 4% or 2 out of 50 respondents. The 20 and below of age
got the second to the low respondents which only contributed 6% or 3 out 50
respondents while the 26% of the whole population belongs to 31 to 35 of age
respondents. The 26 to 30 of age got the highest respondents with a percentage of

26% or 13 out of 50 respondents. The 21 to 25 of age got the highest respondents
with a contribution of 34% or 15 out of 50 respondents.
2. Factors Affecting the Occupational Stress of the Call Center Agents
Working in the Graveyard Shift
2.1. Work-Related Stress
2.1.1. By sex
Most of the female respondents are aware of stress at work with a 62% while
males are 38%. In addition, 44% of female respondents and 24% of male
respondents answered yes that they feel stressed at work. A percentage 18% of
female and 14% of male answered no. From the third question, 28% of female and
10% male answered yes and 34% of female and 28% of male answered no.
2.2.2. By age
The first table shows that 21 to 25 years of age got the highest number of
respondents who said yes that they are stress at work with a percentage of 34%.
While 26 to 30 years old got the highest result of 26% and the 31 to 35 years old
with a result of 20%. 20 and below years old got the lowest percentage with 6% and
36 and above got the lowest percentage of 4%.

2.2. Demands of the Job
2.2.1. By sex
Female respondents got a mean of 2.52 and the male respondents with 2. 16
respondents that experienced long working hours with a result of low level of stress.
Female respondents got a mean of 2.77 while male respondents got 2.58 and
experienced the too much work with a result of low level of stress. Female
respondents got a mean of 1.57 while male respondents with 1. 74 and experienced
too little work with a very low stress. Female respondents got a mean of 2.65 while
male respondents with 2.74 and experienced repetitive or monotonous work with a
result of low level of stress. Female respondents got a mean of 2.19 while male
respondents with 2.21 and experience insufficient time to do their job with a low level
of stress. Female respondents got a mean of 2.63 while male respondents with 2.42
and experience not enough breaks with a low level of stress.
2.2.2. By age
Among the population, 20 and below years old got a mean of 3.00 they are
the respondents who experienced long working hours. While 21 to 25 and 26 to 30
years old got a mean of 2.47. Next is 31 to 35 years old with 2.15 and 36 and above
years old with 1.50. The call center agents experienced too much work in between
20 and below years and got a mean of 3.33 while 21 to 25 years old with 2.76. Next
are 26 to 30 years old with 2.93. The 31 to 35 years old has a mean of 2.38 and 36
and above with a mean of 1.50. In addition, they experience too little work for the 20
and below years old they got a mean of 1.50. While, 21 to 25 years old with 1.59.
Next are 26 to 30 years old with 1.93. Also with 31 to 35 years old with 1. 38. Lastly,
36 and above years old with 1.50. For repetitive or monotonous work, 20 and below
years old got a mean of 2.00 while 21 to 25 years old with 3.18. Next are 26 to 30
years old with 2.87. Also with 31 to 35 years old with 2.23. Lastly, 36 and above
years old got a mean of 1.00.
As part of the demands of the job, call center agents experience insufficient
time to do their job. 20 and below years old got a mean of 2.67 while 21 to 25 years
old with 2.00. Next are 26 to 30 years old with 2.53. Also with 31 to 35 years old with
2.15. Lastly, 36 years old and above got a mean of 1.00. Employees experience not
enough rest breaks with the age 20 and below and got a mean of 3.00 while 21 to 25
years old with 2.65. Next are 26 to 30 years old with 2.60. Also, 31 to 35 years old
with 2.33 and lastly 36 and above years old with 2.0
2.3. Lack of control
2.3.1. By sex
Both male and female workers only experienced a low level of stress when it
comes to lack of control in their work in different aspects.
2.3.2. By age
Call center aging 20 and below experienced a moderate level of stress when
it comes to different aspects of their work, such as stress in deadlines, pressures at

work, etc. Those agents whom the age is between 21 to 25 experiences a low level
of stress over works, and those agents that aging 26 to 30 years old are
experiencing moderate level of stress. Those call center agents whose age is
ranging 31 to 25 only experience a very low level of stress in their work. On the other
hand, 36 years old and above experience low level of stress in their unrealistic
targets, and pace of works.
2.4. Work Life Balance
2.4.1. By sex
Both of the male and female respondents are not really experiencing stress
on their field of work. Only in the part when male’s skills are not being utilized at
work, that is the time when they experiencing moderate level of stress.
2.4.2. By age
Respondents with age of 20 and below, experiences a moderate level of
stress if their skills are not utilized at work, and because of their inflexible working
hours. Those respondents ages 21 to 25 experience low level of stress in all aspects
of their work life balancing. Respondents from 26 to 30 years are experiencing
moderate level of stress because of the management. Lastly, those who are 36and
above experienced a very low level of stress as they are already immune on what
their work is all about.

2.5. Relationships at Work
2.5.1Bysex
Female respondents are experiencing a very low level of stress on bullying,
harassments, discrimination, etc. While male respondents experience a low level of
stress in their relationship at work.
2.5.2. By age
Respondents with the age of 20 and below are experiencing a low level of
stress in communicating and interacting with their co-workers. Respondents whose
age is 21 to 25 experience a very low level of stress in handling some rude
costumers. Respondents from 26 to 30 years old and respondents from 31 to 35
years old experienced a very low level of stress in terms of bullying and
harassments. Respondents ages 36 and above experience a very low level of stress
in interacting with other employees.

Conclusions
Based on the summary of findings of the study, the following conclusions are
hereby stated:
Call center agents experienced stress as it is the biggest problem of call
center agents. After conducting the research, we’ve known that the call center
agents under graveyard shift are not really affected by the stress. It was proven that
their work schedule is not one of the factors that caused them stress on work. The
research also came up with the result of call center agents not being affected by
their relationship at work. They also weren’t affected in balancing their work with
their family and friends.
Stress is really one of the problems of people, but call center agents manage
to reduce it through their own different way. Instead of being unproductive caused by
the stress they are facing, they chose to be productive in work to have a better living.
For a better understanding, the theoretical groundings that was used in this
study is General Adaptation Syndrome (GAS) by Hans Selye which is a stress
model that explains the body’s physiological response to stress. In the case of the
call center agents they are in the resistance reaction stage. Despite working on the
graveyard shift the call center agents overcome stress whether it comes with
demands of job, lack of control, work life balance, and relationships at work.
Recommendations
Based on the conclusions of the study, the following recommendations were
made:
To the Call Centre Agents
The researchers want to suggest that workers must do their job in daylight
than in night time. Shift workers are usually hard to manage or balance their sleep,
time and social living and it may cause stress, anxiety and depression. The
researchers recommend it for them to keep their body healthy and having more time
with social activities and family. However, if the body of a person is very used in
working at night and he/she preferred working in this kind of schedule, well, he/she
must have to keep a proper sleep in the daylight for the body and mind keeps
healthy.
To Call Center Companies
The researchers wanted to inform other call center companies that working as
a call center agent can be stressful especially when you are on a graveyard shift.
Therefore, it is important for a call center manager to identify and address the
sources of stress to ensure a more productive and positive work environment.

To Call Center Aspirants
The researchers wanted you to know that call center agents are the ones who
handle account inquiries, customer complaints or supports issues. We all know that
there is no such thing as an easy job. Living the life of a center agent is not easy.
You need to focus and dedicate yourself to your job because no one can overcome
an obstacle if he or she is not focused.
To Future Researchers
The researchers may have difficulty in conducting this research. They spent a
lot of time and effort just to make this research possible. For the future researchers,
using your ideas may improve related researches like this to make it better.
According to John Locke (n. d.), the improvement of understanding is for two ends:
first, our own increase of knowledge; secondly, to enable us to deliver that
knowledge to others.Good luck to the future researchers!

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APPENDICES
Appendix 1
Research Instrument
Appendix 2
Letters
Appendix 3
Certificate of Editing
CERTIFICATION
This is to certify that I have read and edited in its entirely the thesis titled
OCCUPATIONAL STRESS OF CALL CENTER AGENTS WORKING IN THE
GRAVEYARD SHIFT by Rebecca Ruth C.Espuerta,Kyla A.Fernandez,Andrea May
G.Gallano,Jamaica Jane C.Perez, and Janna Mikaela A. Trinidad.
Signed this 19th day of October 2017
Mr. Rodolfo A. Tayao
Research Director/Consultant
Appendix 4
Resume
REBECCA RUTH C. ESPUERTA

101 Evangelista Street, Talaba 4, Bacoor City, Cavite 4102
Contact No/s. 09279503406
rebeccaespuerta12899@gmail.com
EDUCATION
Philippine Christian University – Union High School of Manila S. Y. 2012 – 2014

1648 Taft, Pedro Gil St, Manila
Grade 7-8
St. Dominic College – Basic Education Department S. Y. 2014 – 2016
Emilio Aguinaldo Highway, Bacoor City, Cavite
Grade 9-10
Philippine Women’s University – Jose Abad Santos Memorial School S. Y. 2016 – 2018
1743 Taft Avenue, Malate, Manila
Academic Track: Accountancy, Business and Management
AWARDS AND RECOGNITIONS
Academic Excellence Awardee, S. Y. 2015 – 2016
SKILLS
Time management
Interpersonal Skills
Editorial Skills
Uses listening skills to understand oral instructions
Able to coordinate actions with other people's action
SEMINAR ATTENDED
(Almost) Everything You Need to Know about Research

August 19, 2017
University of the Philippines Diliman, NCPAG Assembly Hall
REFERENCES
Kristine Camacho, Research Adviser

Philippine Women’s University – Jose Abad Santos Memorial School
(632) 339-2584
Noli Rodriguez, Math Teacher and Adviser

(632) 339-2584
I hereby certify that the information written above is true.
Rebecca Ruth C. Espuerta

KYLA A. FERNANDEZ
Apt. 375 Bldg. 14 BBHP, West Zamora Street,
Pandacan, Manila, Philippines 1011
Contact Nos. 09194016640/256-4043
kyla.fernandez66@gmail.com
EDUCATION
Fr. Pierre Tritz Institute – ERDA Tech S. Y. 2012 - 2016

Certeza cor. Lorenzo dela Paz Sts., Beata, Pandacan, Manila
Technical Vocational Education: Specializing in Maching
SKILLS
Punctuality and time-keeping

Computer literate and can access the different fields of Microsoft Office
Excellent use of internet and other resources for research
Able to take on responsibility
Able to work under pressure
Teamwork skills
Quick learner and keen to learn and improve skills
SEMINAR ATTENDED
TedxXavierSchool: Inspiring Happiness

February 8, 2014
Xavier School, San Juan
WIWAG Business Weeks

November 10 – 14, 2014
Fr. Pierre Tritz Institute – ERDA Tech
Work and Life Skills Training Program

October to November 2015
Chevron Holdings Incorporated, RCBC Plaza, Makati City

August 19, 2017
University of the Philippines - Diliman, NCPAG Assembly Hall
REFERENCES

(632) 339-2584

(632) 339-2584
Kyla A. Fernandez
ANDREA MAY G. GALLANO

557 J. Luna 74thStreet,
Pasay City, Philippines
Contact No. 09052815955
andreamaygallano030515@gmail.com
EDUCATION
Pasay City West High School S. Y. 2012 - 2016

Pasadeña Street, F.B. Harrison
Junior High School
Philippine Women’s University – Jose Abad Santos Memorial School S. Y. 2016 - 2018
SKILLS
 Can be able to manage the time

 Can access the different fields of Microsoft Office
 Able to take on responsibility
 Able to handle stress and pressure
 Teamwork skills
 Creativity skills
 Easily adapt the surroundings
SEMINAR ATTENDED
Computer Training
May 9, 2016
Adamson University

August 19, 2017
REFERENCES

(632) 339-2584

(632) 339-2584
Andrea May G. Gallano

JAMAICA JANE C. PEREZ

4037 Kalayaan Ave. Brgy. Singkamas Makati City
Contact No. 09054943878
Perezjjc29@gmail.com
EDUCATION
Jesus Reigns Christian Academy Sy. 2012-2016
751 J.Nakpil St. Malate Manila
Academic Excellence Awardee S. Y.2012 - 2015
SKILLS
Computer Literacy- Microsoft Office
Good interpersonal and communication skills
Be able to work in a team or independently
Well-organized with strong ability to work under stressful conditions
SEMINAR ATTENDED

August 19, 2017
REFERENCES

(632) 339-2584

(632) 339-2584
Jamaica Jane C. Perez

JANNA MIKAELA A. TRINIDAD

720 F. Gatmaitan St. Tondo, Manila
09058982204
trinidadja1114@gmail.com
EDUCATION
Pedro Guevara Memorial National High School S. Y. 2012 – 2016

o P. Guevarra St. Sta. Cruz, Laguna
o Junior High School
o 1743 Taft Avenue, Malate, Manila
o Academic Track: Accountancy, Business and Management
SKILLS
Can be able organize and manage time properly

Can be able to adopt in new surroundings
Can be able to use internet and other resources for research
Can be able to take on responsibility
Can be able to work with or without a team
Can be able to learn new things
Can be able to work under pressure
Computer literate and can access the different fields of Microsoft Office
SEMINAR ATTENDED
Laguna Student Leaders Summit

October 22, 2014
Laguna State Polytechnic University – Sta. Cruz Campus
Leadership Empowerment Training

January 25-27, 2015
Laguna State Polytechnic University – Sta. Cruz Campus
Children's Museum and Library, Inc.

November 17 – 21, 2016
Teacher’s Camp, Baguio City

August 19, 2017
REFERENCES

(632) 339-2584

(632) 339-2584
Janna Mikaela A. Trinidad

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PHILIPPINE WOMEN’S UNIVERSITY 1

The Problem and its Background

Processing Outsourcing industry remains as one of the flourishing industries here in

are more prone to a number of serious health conditions. It is mainly because

accumulate into a ―sleep debt‖ over time.

Occupational stress is one of the problems of the employees in this industry.

of the call center or the BPO industry here in the Philippines.

Background of the Study

Business industries in the Philippines are continuously escalating. Many

businesses to generate profits. Today, business process outsourcing is one of the

their college courses.

Regardless of the health issues they encountered, Filipino workers still

of working with a high salary.

Syndrome (GAS), three stages set of physiological processes. Hans Selye

discovered itaccidentally,while he was conducting an experiment on rats at McGill

University in Montreal, Canada. He did a research on the effects of hormone

because the rats responded extremely to the trauma in being injected.

In year 1936, General Adaptation Syndrome (GAS) was developed. A stress

Reaction Stage, and Exhaustion Reaction Stage.

fear, anger, panic, restlessness, etc.) (Rosch, n. d.).

Resistance reaction stage is when after having a fight-or-flight response the

sequence of physiological reactions to prolonged stress that is in the classification of

affected while working especially on a graveyard shift.

management is effective. In the BPO industry, an employer gave you a deadline

motivate and encourage working actively. While stress is being perceived as

unmanageable on working at night, agents begin to experience a decrease in his

and to be more effective at handling calls

• Profile of respondents (Such as: Age, Gender)

• The researchers distributed questionnaires thru Google Forms to the

• Effects in the mental health of the call center agents working on a

Figure 1. Input-Process-Output Mechanism

through the Input-Process-Output paradigm to describe the conceptual framework of

activities and requirements needed by the researchers to come up with an answer.

Statement of the Problem

The purpose of this research is to determine the effects of occupational stress

of working graveyard shift to the employees of call center agencies.

Specifically, it aims to answer the following:

1. How may the profile of respondents be described in terms of:

that works in the graveyard shift?

1. There is a significant relationship on the factors affecting the occupational

stress of call center agents and their work on graveyard shift.

Scope and Limitations of the Study

stress of call center agents working in the graveyard shift.

In order to complete this study, the researchers’ goal is to distribute

easier distribution of the survey forms.

Significance of the Study

Anxiety - is a feeling of unease, such as worry or fear, which can be mild or

severe (Mahoax, June 2014).

Business Process Outsourcing (BPO) is the contracting of non-primary

business activities and functions to a third-party provider. BPO services

include payroll, human resources (HR), accounting and customer/call center

relations (n. a, 2017).

problems, one of these are diseases and conditions—such as heart disease,

stroke, cancer, type 2 diabetes, obesity, and arthritis (Drawstow, 2013).

Circadian rhythm - is basically a 24-hour internal clock that is running in the

background of your brain and cycles between sleepiness and alertness at

Cognitive functioning - isan intellectual process by which one becomes aware

of, perceives, or comprehends ideas. It involves all aspects of perception,

thinking, reasoning, and remembering (n. a., 2015).

Graveyard shift - is a work shift beginning late at night (such as 11 o'clock);

alsothe workers on such a shift (Merriam Dictionary, 2015)

Mood disorders - are a category of illnesses that describe a serious change in

mood. Illness under mood disorders include: major depressive disorder,