Abstract:
The Business Process Outsourcing (BPO) sector is one of the fastest growing
sectors in the global scenario. The sector is showing a remarkable growth in the
Indian context also. It is performing a number of activities relating to customer
interaction and service. Some of them are involved in pure back office work and
some others are directly dealing with the customers. Call center is a voice based part
of BPO organization. The BPO sector is developing the young generation not only
by providing employment opportunities but also by building confidence in them.
Indian BPO companies are paying great attention in inducting and training the
employees. But most of the employees are youngsters and they are facing a lot of
problems. They are working on continuous night shifts, which affect their biological
balance. Apart from this, excessive work loads, unreachable targets and pressurizing
customers are creating stress among the employees. This ultimately results in
physical, psychological and behavioural deviations among them, which not only
affects the employees and the organization, but, the country on the whole. This
paper aims to identify the problems in the sector and the nature of the stress created
by such problems. First hand information regarding the problems, the sources of
stress and the experience on stress situations is collected from a project leader who
has five years of experience. A questionnaire is circulated to measure the stress
level of employees. It also identifies the various stressors prevailing among the
employees. The impact of job satisfaction, feed back, working conditions, work
family balance and workload in creating stress among the employees are analyzed.
Some strategies for coping up with stress are also suggested.
