Saime EROL, Kamer GUR, Sumeyra ERGUN, İlknur YALCIN

Bir banka çağrı merkezi çalışanlarının tükenmişlik düzeyi ve etkileyen faktörler

Amaç: Bu çalışma çağrı merkezi çalışanlarının tükenmişlik düzeyleri ile kişisel özellikler ve işyeri çevresel faktörler arasındaki ilişkiyi açıklamak amacı ile yürütüldü.Yöntem: Araştırma tanımlayıcı tasarım kullanılarak Şubat ve Nisan 2011 tarihleri arasında İstanbul’da özel bir bankanın çağrı merkezi çalışanları ile gerçekleştirildi. Çalışma popülasyonunu gönüllü olarak katılan 201 çağrı merkezi çalışanı oluşturdu. Veriler araştırmacılar tarafından hazırlanan anket formu ve Maslach Tükenmişlik Ölçeği kullanılarak toplandı. Toplanan veriler, tanımlayıcı istatistikler, bağımsız örneklem t, ANOVA, Mann-Whitney U, Kruskal Wallis Testi ve lojistik regresyon analizi ile değerlendirildi. Anlamlılık düzeyi p<0.05 ve güven aralığı %95 olarak kabul edildi.Bulgular: Araştırmaya katılan bireylerin yaşları 20-46 arasında değişmektedir ve yaş ortalaması 36.84±13.22’dur. Çoğunluğu kadın (%77.1) ve lisans mezunudur (%52.2). Çalışanların duygusal tükenme puanları orta düzeyde bulundu. İş nedeniyle stres deneyimleyenlerin duygusal tükenme riskleri stres deneyimlemeyenlerden OR=11.50 (%95 CI 2.45-28.57) kat daha yüksek bulundu. Duyarsızlaşma puanları düşük düzeydeydi. Kulak çınlaması şikâyeti olan bireylerin duyarsızlaşma puanları çınlama şikâyeti olmayanlardan OR=7.35 (%95 CI 1.41-8.51) kat daha yüksek bulundu. Çalışanların kişisel başarı puanları düşük düzeydeydi ve erkeklerin puan ortalamaları kadınlardan OR=5.87 (%95 CI 1.25-8.29), baş ağrısı şikâyeti olanların olmayanlardan OR=8.38 (%95 CI1.74-18.44) kat daha düşük düzeyde bulundu.Sonuç: İşe bağlı stres, erkek cinsiyet ve baş ağrısı şikâyeti tükenmişliği etkileyen faktörler olarak belirlendi.

Anahtar Kelimeler:

Maslach tükenmişlik ölçeği, çağrı merkezi çalışanı, tükenmişlik, sağlık durumu, stress

Burnout level of a bank’s call centre employee and affecting factors

Objective: This study was carried out with the aim of exploring the relationship between burnout and personal characteristics and workplace environment factors in call center employees. Method: The research was conducted between February and April 2011 in a private bank located in Istanbul using descriptive design. Population consists of call center employees in bank and 201 volunteers participated in the study. Data were collected by using questionnaire form prepared by researchers and Maslach Burnout Inventory. Data were analyzed with descriptive statistics, independent samples t, ANOVA, Mann-Whitney U, Kruskal Wallis test and logistic regression. Significance was set at p<0.05 and confidence interval estimated at that 95% level.Results: The mean age of respondents was 36.84±13.22 with a range from 20 to 46 years. Most participants were female (77.1%), and graduate degree (52.2%). The average emotional exhaustion scores of the employees were at middle range. The emotional exhaustion risks of those who experience stress due to their work were found OR=11.50 (95% CI 2.45-28.57) times higher than those who do not experiencing any stress. The average depersonalization scores at the low range. Depersonalization scores of those having tinnitus were OR=7.35 (95% CI 1.41-8.51) times higher than those who do not have such a problem. The average personal accomplishment scores were at the low range and men’s scores were found OR=5.87 (95% CI 1.25-8.29) times less than women’s and also, the scores of those who have headache were OR=8.38 (95% CI 1.74-18.44) times less than those who do not have headache.Conclusion: Work-based stress, male gender, and headache factors that affects burnout.

Keywords:

Maslach burnout inventory, call center employee, burnout, health status, stress,

PDF

___

Gordi MR. Job satısfactıon of call center representatıves. A mini-thesis in partial fulfillment of there quirements for the degree of Master of Arts in the Faculty of Industrial Psychology: University of the Western Cape; 2006.
Lewig KA, Dollard MF. Emotional dissonance, emotional exhaustion and job satisfaction in call center workers. European Journal of Work and Organizational Psychology. 2003;12(4): 366-392.
Yılmaz G, Keser A. Call center work from employer and employee perspective: two field studies from Turkish banking sector. Work, Power, Industrial Relations and Human Resources Journal. 2006; 8(2): 22-35.
Rameshbabu A, Reddy DM, Fleming R. Correlates of negative physical health in call center shift workers. Applied Ergonomics. 2013; 44: 350- 354.
Schnall PL, Landsbergis PA, Baker D. Job strain and cardiovascular disease. Annu Rev Public Health. 1994; 15: 381-411.
Maslach C, Jackson SE. The measurement of experienced burnout. Journal of Occupational Behavior 1981; 2: 99-113.
Alimoğlu MK, Dönmez L. Day light exposure and the other predictors of burnout among nurses in a university hospital. International Journal of Nursing Studies. 2005; 42: 549-555.
Kaygın E, Naktiyok A. Tükenmişlik ve iş tatmini arasındaki ilişki: akademik personel üzerinde bir araştırma [The relationship between burnout and job satisfaction: A study on the academic staff]. Çukurova Üniversitesi İİBF Dergisi. 2012; 16(1): 99-118.
Lin YH, Chen CY, Lu SY. Physical discomfort and psychosocial job stress among male and female operators at telecommunication call centers in Taiwan. Appl Ergon. 2009; 40(4): 561-568.
Rocha LE, Glina DMR, Marinho MF, Nakasato D. Risk factors for musculuskeleal symptoms among call centers operators of in bank in Sao Paulo. Brazil Ind Health. 2005; 43(4): 637-646.
Charbotel B, Croidieu S, Vohito M, Guerin AC, Renaud L, Jaussaud J, et al. Working conditions in call-centers, the impact on employee health: a transversal study. Part II. Int Arch Occup Environ Health. 2009; 82(6): 747-756.
Norman K, Nilsson T, Hagberg M, Tornqvist EW, Toomingas A. Working conditions and health among female and male employees at a call center in Sweden. Am J Ind Med. 2004; 46(1): 55-62.
Sprigg CA, Smith PR, Jackson PR. Psychosocial risk factors in call centers: an evaluation of work design and well-being. Health & Safety Executive. 2003; Research Report: 169.
Ferreira JRM, Saldiva PHN. Computer–telephone interactive tasks: predictors of musculoskeletal disorders according to work analysis and workers’ perception. Appl Ergon. 2002; 33(2):147-153.
Holdsworth L, Cartwright S. Empowerment, stress and satisfaction:An exploratory study of a call center. Leadership & Organization Development Journal. 2003; 24(3): 131-140.
Zapfa D, Isica A, Bechtoldta M, Blaua P. What is typical for call center jobs? Job characteristics and service interactions in different call centers. European Journal of Work and Organizational Psychology. 2003; 12(4): 311-340.
.Jones K, Sigmon J, Hock L, Nelson E, Sullivan M, Ogren F. Prevalence and risk factors for voice problems among telemarketers. Arch Otolaryngol Head Neck Surg. 2002;128(5): 571-577.
Ergin C. Doktor ve hemşirelerde tükenmişlik ve Maslach Tükenmişlik Olceğinin uyarlanması [Doctors and nurses, and the Maslach Burnout burnout scale adaptation]. VII. Ulusal Psikoloji Kongresi. Bilimsel Çalışmaları, Editörler: R. Bayraktar, İ. Dağ. Hacettepe Universitesi. 1992;143-154, Ankara.
Sharma M, Raina RL, Sharma R, Tiwari AK. Job stress of call center employees. International Conference on Technology and Business Management. 2011; 601(7): 28-30.
Lin YH, Chen CY, Hong WH, Lın YC. Perceived job stress and health complaints at a bank call center: comparison between inbound and outbound services. Ind Health. 2010; 48(3): 349-356.
Lewin J, Sager JK. A process model of burnout among sales people: some new thoughts. Journal of Business Research. 2007; 60: 1216- 1224.
Pienaar J, Willemse SA. Burnout, engagement, coping and general health of service employees in the hospitality industry. Tourism Management. 2008; 29: 1053-1063.
Maslach C, Goldberg J. Prevention of burnout: New perspective. Applied and Preventive Psychology. 1998; 7(1): 63-74.

Clinical and Experimental Health Sciences-Cover

Yayın Aralığı: Yılda 4 Sayı
Başlangıç: 2011
Yayıncı: Marmara Üniversitesi

Arşiv