Stress and Quality of Sleep of Customer Care Executives

A ‘call centre’ (or ‘contact centre’) is a work area or workplace specifically dedicated to the use of telephone and/or computer technology that provides value-added services to clients. For many employed in the call center sector, “the daily experience is of repetitive, intensive and stressful work, which frequently results in employee “burnout”. Besides, the stress, the working hours of call centers may cause sleep disturbances and disturbances in biological rhythm.

A quantitative research approach with Descriptive Survey Research Design was used for the study to assess the Incidence and relationship between occupational stress and quality of sleep. The universe of study population comprised of customer care executives(CCE). The study was conducted in Multi-National Company (call centers). Convinient sampling technique was used to select the 100 subjects from the population. Occupational stress scale (OSS) and Pittsburg sleep quality index (PSQI) scale was used to measure the Occupational stress and quality of sleep among customer care executives.

Majority (89%) of Customer care executives had poor sleep quality and two third (63%) of customer care executives experiencing occupational stress “Rarely or occasionally”. In Occupational stress & sleep quality, Pearson's Correlation(r) value is 0.576 and p-value is 0.001, which shows there is a significant relationship between occupational stress and sleep quality.

The study shows that majority of the customer care executives reported poor Quality of Sleep, while occupational stress found in many of the customer care executives.