Sr. Assistant Professor,
In today's fast paced times, the increasing prevalence of work-life conflicts and increasing concern about work-life issues present both a challenge and opportunity for Human Resource (HR) professionals. Though work-life balance was initially construed as the concern for working mothers, now it has been recognized as a vital issue for all classes of employees. The Indian call centre industry characterized by long and odd working hours, heavy work pressures, demanding clients and pressing deadlines always brings stress for its employees. If the organization is lacking a supportive work culture, employee retention may become a challenge.
This paper presents the results of a study undertaken to understand the work life balance issues among Indian call centre employees. A sample of 200 employees was taken from 10 call centers in Delhi and NCR. Primary data was collected through questionnaire survey and analyzed with the help of various statistical tools such as Z-test and Independent T test. The findings of the study may have further implications for industry and society.
Work life balance, stress, burnout, job satisfaction
