EXAMINING THE IMPACT OF TEMPERAMENT AND PSYCHOSOCIAL ISSUES AS A PREDICTOR OF BURNOUT IN CALL CENTER EMPLOYEES

Abstract

This study was aimed to find the temperament style, psychosocial issues and burnout tendency in call center employees. For this, using purposive sampling strategy, 188 call center employees (Men = 94, Women = 94), having age range from 18 to 40 years with working experience of 1 year to 21 years working in various call centers of Lahore were made part of the study. For the study, indigenously developed Psychosocial Issues Scale (Sultan & Mahmood, 2020), Temperament Scale (Durrani, Mahmood & Saleem, 2017) and Burnout Tendency Scale (Daud & Mahmood, 2016) were used. Pearson Moment Correlation was used to find the relationship between Temperament, Psychosocial Issues and Burnout Tendency. Findings of the study showed significant positive correlation with each other. Hierarchal Regression was used to find the predictors of burnout tendency in call center employees. Age, working experience, impulsivity temperament style and depressive symptomology were found to be predictors of Burnout in employees. Independent sample t-test was used to find the difference between male and female, married and unmarried and morning shift and evening shift employees. Significant difference was found between men and women although no significant difference was found between call center employees in terms of marital status and across shifts. One-way ANOVA was used to find the difference between age ranges and working experience of employees in terms of study variables. The results revealed significant difference between three age ranges of employees in terms of study variables. Similarly, significant difference was found between three different categories of working experience of employees. This study has vast implication in call center industry in terms of identifying and reducing psychosocial issues and burnout tendency in their employees to increase productivity and wellbeing of the employees.