DETERMINANTS OF STRESS AND WELL-BEING IN CALL CENTRE EMPLOYEES

The objective of the present study was to review and identify the factors which determine stress and well-being in call centre employees. The contemporary available literature on stress and well-being of call centre employees was identified and reviewed. It was explored through review of the literature that there are various job demands which affects the well-being of the call centre employees such as answering a number of calls, the variability of customer demands, unusual shift of work hours, display of unnatural emotions. However there are also some support factors available in call centre setting such as supervisory and social support which moderates the effects of work demands on well-being. Future research should investigate employee wellbeing by taking individual psychological capital such as self-efficacy into consideration which may affect employees work engagement behaviors.