A Study On GH Stress Among Employees Working in BPOs With Special Reference To Coimbatore

The IUP Journal of Management Research, Vol. VIII, No. 11, 2009 28 2009 The Icfai University Press.
versity Press. All Rights Reserved.

A Study on Stress Among
Employees Working in BPOs with
Special Reference to Coimbatore
Introduction
The Indian IT industry has been steering the growth of the Indian economy in
the past one decade unlike any other industry by generating jobs, pushing up
exports, increasing FDI, creating wealth, thereby bolstering the forex reserves
and also other umpteen visible and invisible ways. This sterling performance of
the IT industry was largely on account of its human resources. It is a people-
centric industry, where human resources are great strategic advantage to IT
companies. The tremendous growth of the IT industry is propelled by the easy
availability of competent English knowing professionals with computing knowledge
at a relatively low cost due to massive unemployment in the country.
Literature Review
Stress is the reaction that people take due to excessive pressure or other types of
demand placed on them. It arises when they worry that they cannot cope. Stress
is a demand made upon the adaptive capacities of the mind and body. According to
Selye (1996), stress is a scientific concept which has suffered the mixed blessing
of being too well-known and too little understood. According to The Oxford Dictionary
(2003), stress is strain, especially worry and nervous tension. According to Pollock
(1998), stress is something which is not naturally occurring but is a manufactured
concept which has now become a social fact. Strenberg (2000) opines a person's
* Associate Professor, Department of Management, Karpagam University, Coimbatore
641021, India. E-mail: pnk70_samy@yahoo.co.in
N Kathirvel*
Since the BPO industry is dependent on knowledge workers, they may be
considered as the raw material of the industry. Hence, any dilution in the quality
of the workforce will result in many operational hitches in the industry. While
there are several problems that affect the workforce in the BPO industry, stress
has emerged as the most significant problem, causing the employees to
underperform and thereby leading to productivity loss. This study takes a close
look at the stress related issues facing the employees working in various BPO
companies and analyzes the factors responsible for the same.
29 A Study on Stress Among Employees Working
in BPOs with Special Reference to Coimbatore
response to the presence of something in the environment that causes him to feel
challenged in some way called stress. Mclann and Pearlman (1999) have found
that stress of IT professionals can result in revictimization of individuals who often
have limited environments in which telling their story is safe and acceptable. Cordes
and Doherty (1998) found that healthcare workers who have frequent intense or
emotionally changed interactions with others are more prone to burnout. It is
found that most popular approaches for reducing stress in the workplace were
educational and consultation programs for each individual worker.
Statement of the Problem
Call center (BPO) is one of the most useful scientific developments in the modern
world. Many professionals are working in this field. This field needs more
concentration, sharpness and intelligence. The work load may be more in this field
compared to other fields, because more mental energy is needed to work as it
deals with manipulating and processing of data.
Recently many suicides have occurred in this field. The stress they face during
the working hours may cause problems in their family and work. Compared to
men, women are vulnerable to emotions and feeling. The lengthy working hours,
stereotyped work and fatigue they face may lead to negative consequences. The
employees have to use mind relentlessly. The long working hours, nature of job,
level of income, family circumstances and such other variables create problems
for people in BPOs. Hence, the researcher attempts to probe into the manifestation
of problems faced by the respondents working in BPOs.
Objectives
The following are the objectives of this study:
To study the socio-demographic factors of the respondents;
To study the relationship between educational qualification and monthly
income of the respondents in BPOs;
To study the relationship between marital status and level of stress among
the respondents working in BPOs; and
To contribute valuable suggestions to improve the conditions of the
respondents working in BPOs.
Methodology
The research design chosen is descriptive as the study reveals the existing facts.
Descriptive research is the study which describes the characteristics of a particular
individual, or a group. This study is about selected variables of stress. It is also not
concerned with specific predictions, with narration of facts and characteristics relating
to an individual, a group or a situation.
The IUP Journal of Management Research, Vol. VIII, No. 11, 2009 30
This study is based on the BPOs in Coimbatore city. The research concentrated
on ten BPOs comprising 500 people and the researcher collected 100 samples.
The researcher used convenience sampling for the study. The questionnaire was
circulated among the respondents of BPOs of 10 various companies.
The researcher prepared a questionnaire using Job Stress Scale for data
collection for this study. The questionnaire, which included questions on personal
profile, problems faced by the BPO employees, employment, stress and job
satisfaction. Primary data were collected through the questionnaire directly from
the respondents and the secondary data were collected from books, journals
and the Internet.
Results and Analysis
The researcher used a questionnaire for collecting the data, which were transferred
to simple table. Then data were tabulated and analyzed. The researcher used simple
tables for the analysis, chi-square test, ANOVA and correlation.
From Table 1, it is evident that majority (70%) of the respondents were in 20-
25 age category and the remaining 30% of the respondents were in the 26-30
age group. Table 2 presents that both Hindus and Christians share an equal
percentage, i.e., 48%, and Muslims share only 4%.
Table 1: Age of the Respondents
S. No. Age Frequency Percentage
1. 20-25 70 70
2. 26-30 30 30
Total 100 100
Table 2: Religion of the Respondents
S. No. Religion Frequency Percentage
1. Christian 48 48
2. Hindu 48 48
3. Muslim 4 4
Total 100 100
From Table 3 it is clear that more than half (52%) of the respondents were
married and the remaining 48% of the respondents were unmarried.
Table 3: Marital Status of the Respondents
S. No. Marital Status Frequency Percentage
1. Married 48 48
2. Unmarried 52 52
Total 100 100
From Table 4 it is clear that most (62%) of the respondents belong nuclear
family and the remaining 38% of the respondents belong to joint family.
Table 4: Type of Family of the Respondents
S. No. Type of Family Frequency Percentage
1. Nuclear 62 62
2. Joint 38 38
Total 100 100
Table 5: Educational Qualification of the Respondents
S. No. Educational Qualification Frequency Percentage
1. Postgraduation 14 14
2. Pre-Degree 12 12
3. Undergraduation 74 74
Total 100 100
Table 6: Designation of the Respondents
S. No. Designation Frequency Percentage
1. Data Entry Job 58 58
2. Computer Operator 30 30
3. Networking 6 6
4. Transaction Processing 6 6
Total 100 100
From Table 5 it is clear that majority (74%) of the respondents were
undergraduates while 14% of the respondents were postgraduates and the
remaining 12% of the respondents completed pre-degree.
Table 6 shows that more than half (58%) of the respondents were data entry operators
while 30% of the respondents were computer operators whereas 6% of the respondents
were working in networking department and the remaining 6% of the respondents
were working in transaction processing.
Table 7 shows that most (68%) of the respondents had monthly income below
Rs. 5,000 while 24% of the respondents had Rs. 5,001-10,000, 6% of the
respondents had Rs. 10,001-15000 and the remaining 2% of the respondents had
above Rs. 15,001. of monthly income.
Table 8 confirms that 24% of the respondents rarely took occasional break from
their job while 20% of the respondents agreed, 20% of the respondents disagreed,
22% strongly agreed and the rest 14% of the respondents strongly disagreed.
Table 9 states that 36% of the respondents strongly disagreed that they do
not have authority to do their job, 36% of the respondents strongly disagreed,
Table 7: Monthly Income of the Respondents
S. No. Monthly Income Frequency Percentage
1. Below Rs. 5,000 68 68
2. 5,001-10,000 24 24
3. 10,001-15,000 6 6
4. Above 15,001 2 2
Total 100 100
24% of the respondents agreed, 20% of the respondents strongly agreed and the
remaining 8% of the respondents disagreed that they do not have authority to do
their job well.
Table 10 shows that 34% of the respondents rarely disagreed that they feel
discomfort to work during night shifts, 24% agreed, 16% rarely agreed, 14% of
the respondents strongly disagreed and the remaining 12% strongly agreed to
the same.
Table 11 shows that 32% of the respondents rarely agreed that they are
standstill in their career, 28% strongly agreed, 20% of the respondents strongly
disagreed, 12% of the respondents agreed and the remaining 8% of the
respondents disagreed about the same.
Table 9: Respondents Opinion About Authority to do Their Work Well
S. No. Opinion Frequency Percentage
1. Strongly Agree 20 20
2. Agree 24 24
3. Rarely 36 36
4. Disagree 8 8
5. Strongly Disagree 36 36
Total 100 100
Table 8: Respondents Opinion About Taking Occasional Break from Their Job
2. Agree 20 20
3. Rarely 24 24
4. Disagree 20 20
Total 100 100
Table 10: Opinion of the Respondents to be on Night Shifts
2. Agree 24 24
3. Rarely 16 16
4. Disagree 34 34
Total 100 100
Table 11: Respondents' Opinion About Their Career
2. Agree 12 12
3. Rarely 32 32
4. Disagree 8 8
Total 100 100
Table 12: Respondents Opinion About Their Job as Too Difficult
2. Agree 28 28
3. Rarely 16 16
4. Disagree 24 24
Total 100 100
Table 12 shows that 28% of the respondents strongly agreed that their jobs
are too difficult, 28% of the respondents agreed that their job as too difficult, 24%
of the respondents disagreed, 16% of the respondents rarely agreed and the
remaining 4% of the respondents strongly disagreed that their jobs were too
difficult to accomplish.
Table 13 exhibits that nearly than half (48%) of the respondents strongly agreed
that their job are monotonous, whereas 22% of the respondents rarely agreed
the same, 20% of the respondents disagreed, 8% agreed and the remaining 2%
of the respondents strongly disagreed to the same.
It is evident from Table 14 that 36% of the respondents strongly agreed that
they themselves are responsible for changing many jobs, 30% of the respondents
Table 15: Respondents Opinion that Their Job Forces
to Finish the Work on Time
2. Agree 22 22
3. Rarely 12 12
4. Disagree 24 24
Total 100 100
Table 13: Respondents Feelings Towards Their Job are Too Monotonous
2. Agree 8 8
3. Rarely 22 22
4. Disagree 20 20
Total 100 100
Table 14: Respondents Admit that They Change Too Many Jobs on Their Own
2. Agree 20 20
3. Rarely 30 30
4. Disagree 10 10
Total 100 100
rarely agreed, 20% of them agreed while 10% disagreed and the remaining 4%
of the respondents strongly disagreed.
From Table 15, it is clear that 26% of the respondents strongly agreed
that their job forces to finish the work on time, while 24% disagreed, 22% of
the respondents agreed, whi le 16% disagreed and the rest 12% of the
respondents rarely agreed to the same.
Table 16 shows that 34% of the respondents rarely agreed that their job involves
pressure and constant deadlines while 24% of the respondents strongly agreed,
18% of the respondents agreed while 12% of the respondents disagreed and the
Table 16: Respondents Opinion that Their Job Involves Pressure
and Fixed Deadlines
2. Agree 18 18
3. Rarely 34 34
4. Disagree 12 12
Total 100 100
remaining 12% of the respondents strongly disagreed that their job involves pressure
and fixed deadlines.
Chi-Square Test
H
0
: Null HypothesisThere is no significant relationship between educational
qualification of the respondents and monthly income of the respondents.
H
1
: Alternative HypothesisThere is a significant relationship between educational
qualification and monthly income of the respondents (Table 17).
Table 17: Relationship Between Educational Qualification
and Monthly Income of the Respondents
Monthly Income
Rs. 10,001 Rs. 15,001 Above Below
-15,000 -10,000 Rs. 15,001 Rs. 5,000 Total
Pre-Degree Count 0 0 0 12 12.0
Expected Count 0.7 2.9 0.2 8.2 12.0
Postgraduation Count 2.0 2.0 0 10.0 14.0
Expected Count 0.8 3.4 0.3 9.5 14.0
Undergraduation Count 4.0 22.0 2.0 46.0 74.0
Expected Count 4.4 17.8 1.5 50.3 74.0
Total Count 6.0 24.0 2.0 68.0 100.0
Expected Count 6.0 24.0 2.0 68.0 100.0
Educational Qualification
The result of the chi-square test reveals that the calculated chi-square value is
less than the table chi-square value at 5% level of significance and, therefore, the
relationship between educational qualification of the respondents and monthly
income of the respondents is not significant (Table 18). The relationship between
educational qualification and monthly income of the respondents does not hold
good. Thus the null hypothesis is accepted.
Table 20: F Table Value
Calculated Value Table Value Degrees of Freedom Significant Level
3.699 9.488 4 5%
H
0
: Null Hypothesis: There is no significant relationship between marital status
of the respondents and taking decision on respondents' career to satisfy
their expectations.
H
1
: Alternative Hypothesis: There is a significant relationship between marital
status of the respondents and taking decision on respondents career to
satisfy their expectations (Table 19).
Table 18: F Table Values
Calculated Value Table Value Degrees of Freedom Significant Level
9.713 12.51 6 5%
The result of the chi-square test reveals that the calculated chi-square value is
less than the table chi-square value at 5% level of significance. Therefore, the
relationship between marital status of the respondents and taking decision on
respondents career to satisfy their expectations is not significant (Table 20). Thus,
the relationship between marital status of the respondents and taking decision on
respondents career to satisfy their expectations does not hold good. Thus the
null hypothesis is accepted.
The calculated F Value 5.993 is less than the table value 1.65 at 0.05 level of
significance for degrees of freedom (3.99) (Table 21). Hence the null hypothesis is
rejected. Thus, there is no significant difference in monthly income of the
respondents and the opinion about their work area.
Table 19: Relationship Between Marital Status of the Respondents and
Taking Decision Regarding Their Career to Satisfy Their Expectations
Opinion
Strongly Agree Rarely Disagree Strongly Total
Agree
Married Count 26.0 10.0 8.0 2.0 2.0 48.0
Expected Count 22.1 10.6 8.6 3.8 2.9 48.0
Unmarried Count 20.0 12.0 10.0 6.0 4.0 52.0
Expected Count 23.9 11.4 9.4 4.2 3.1 52.0
Total Count 46.0 22.0 18.0 8.0 6.0 100.0
Expected Count 46.0 22.0 18.0 8.0 6.0 100.0
Marital Status
Table 21: Monthly Income of the Respondents and Their
Opinion About the Work Area
Particulars Sum of Squares df Mean Square F Sig.
Between Groups 16.684 3 5.561 5.993 0.001
Within Groups 89.076 96 0.928
Total 105.760 99
The calculated F Value 3.003 is less than the table value 1.65 at 0.05 level
of significance for degrees of freedom (4.95) (Table 22). Hence the null hypothesis
is rejected. Thus, there is no significant difference in monthly income of the
respondents and acceptance of the respondents about themselves responsible
for changing many jobs.
Findings
It is clear that majority (70%) of the respondents were in the age group
of 20-25 years.
More than half (52%) of the respondents were married.
Most (62%) of the respondents were nuclear.
Majority (74%) of the respondents were undergraduates.
More than half (58%) of the respondents were data entry operators.
Most (68%) of the respondents were having salary below Rs. 5,000.
Most (60%) of the respondents were residing in urban area.
Most (66%) of the respondents strongly agreed that their objective of
the job was not clear.
40% of the respondents disagreed that their job is boring.
36% of the respondents rarely agreed that they are not sure about their
job objectives.
Half (50%) of the respondents strongly agreed that their work is too hard.
38% of the respondents agreed that their work is a never ending process.
Particulars Sum of Squares df Mean Square F Sig.
Between Groups 11.871 4 2.968 3.003 0.022
Within Groups 93.889 95 0.988
Total 1,05.760 99
Tables 22: Monthly Income of the Respondents and Acceptance of
Changing Many Jobs Themselves
28% of the respondents rarely agreed that they feel depressed about
their working environment.
More than half (50%) of the respondents rarely agreed that they do many
unnecessary works.
Nearly half (46%) of the respondents strongly agreed that they take
career decision on their own to satisfy their expectations.
46% of the respondents strongly agreed that they feel they should change
their present job and 22% rarely agreed with the same.
As high as 32% each of the respondents strongly disagreed and rarely
agreed that their job is too easy to accomplish.
30% of the respondents strongly agree that they were independent and
can obtain enough opportunity in their present job.
38% of the respondents strongly agreed that they were having good
chance to get ahead in their life and to become likely well in their present
profession.
28% of the respondents strongly agreed that their job was too difficult,
another 28% of the respondents agreed that their job is too difficult.
Nearly half (48%) of the respondents strongly agreed that their jobs were
monotonous. It is evident from the above table that 36% of the
respondents strongly agreed that they themselves were responsible for
changing many jobs.
26% of the respondents strongly agreed that their job forces them to
finish it on time.
As high as 34% of the respondents rarely agreed that their job involved
pressure and fixed deadlines.
32% of the respondents strongly agreed that their work area was very
stuffy and smelly.
24% of the respondents rarely agreed that they hardly have time to take
an occasional break from their job.
36% of the respondents strongly disagreed that they do not have authority
to do their job well.
34% of the respondents rarely disagreed that they feel discomfort to
work during night shifts.
32% of the respondents rarely agreed that they are standstill in their
career.
Suggestions
Talking and hearing throughout the day may result in deafness in future
to the respondents. Management should take this matter seriously to
protect the employees' welfare and provide some other alternative
techniques to overcome this current problem.
Twelve-hour shift shall be changed to eight hours to facilitate the
employees.
Understand and solve their problems through proper counseling and
guidance through awareness programs.
Active promotion and positive relation among co-workers and supervisory
class is a must.
A formal and informal, vertical and horizontal communication channel is
required for the relaxation of the employees.
More importance to recreational activities by conducting outing and mind-
refreshing sessions, organizing workshops and discussions are essential
to enable the employees to get more acquaintance related to their nature
of job.
Management should consider the women jobholders and avoid night-
shift duties.
Grievances should be redressed then and there to keep the employer
and employee relationship intact.
Relaxation techniques like yoga and meditation should be arranged by
the organization.
Conclusion
Science and technology are advancing day-by-day in the society. Today's society is
accepting all these changes. These changes cause different problems in the society.
The researcher conducted a study on stress among employees in IT enabled
(BPO and call centers) service (ITES) sector. In this competitive field, they are facing
a lot of stress. This study came out with certain findings and few suggestions
based on that. The researcher found that nearly half of the respondents were
having problems working in the ITES sector. This can be avoided through counseling,
recreational activities and relaxation techniques. Most of the respondents did not
have any problem at all. This is a positive result obtained from the respondents.
The ITES sector is considered as an emerging field, but the problems of employees
are affecting their health and prospects. So a conflicts of any kind should be
eliminated.
Some of the respondents revealed biased facts due to the fear that their
employment status will be affected. Since the time is limited, the researcher had to
limit the sample size to 100. The study was performed among the respondents
working in BPOs who are always busy in their work. It was very difficult for the
researcher to meet them at their convenient time. HR managers in some of the
BPOs denied permission to collect the data from the respondents.
Bibliography
1. Blum M L and Naylor J C (1984), Industrial Psychology: Its Theoretical and Social
Foundations, CBS Publishers and Distributors, Delhi.
2. Jayakumar P (2000), Job Satisfaction, Job Stress and Quality of Life of IT Employees,
Coimbatore (not published).
3. Kelly (1997), Issue Theory and Research in Industrial and Organizational
Psychology, pp. 313-319, Elsevier BV, North Holland.
4. Kenneth C London, Carol Guerico Traver and Jane Price London (1994),
Information Technology and Society, Wadsworth Publishing Company, New York.
5. Pesfanjee and Singh (1983), Information Technology, Opportunities and
Challenges, Kalpaz Publications, Delhi.
6. Sarson Irwin G (2002), Abnormal Psychology: The Problem of Maladaptive
Behavior, pp. 220-240, Prenticle-Hall of India, New Delhi.
7. Sat hyanarayana R (1996), Inf ormation Technol ogy and Its Fact s,
Manak Publication Pvt. Ltd., pp. 95-102, New Delhi.
8. Vital N and Mahalingam S (2001), Information Technology: Indias Tomorrow,
Manas Publications, New Delhi.
9. www.cio.com; www.cioljobs.com; and www.computing.co.uk
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14. www.vnunet.com

Appendix
Questionnaire
Socio-Demographic Factors
1. Name :
2. Age : (a) 20-25 (b) 26-30
(c) 31-40 (d) 41-50
3. Religion : (a) Christian (b) Hindu (c) Muslim
4. Marital Status : (a) Married (b) Unmarried
5. Type of Family : Nuclear/joint
6. Education Qualification : Pre-degree/UG/PG
7. Designation : (a) Data entry Job (b) Computer operator
(c) Networking (d) Transaction process
8. Monthly Income : (a) Below 5000 (b) 5001-10,000
(c) 10001-15000 (d) Above 15001
9. Place of Residence :
Stress of Working People in BPOs
You have to tick any one against each answer which is described as Strongly
Agree, Agree, Rarely, Disagree, Strongly Disagree in accordance with your range
of agreement or disagreement of the statement given.
1. My job objectives are unclear to me
Strongly Agree Agree Rarely
Disagree Strongly Disagree
2. My job is boring
3. I am not sure what is expected of me
4. I feel, I am working too difficult
5. Each day of work appears as though it will never end
6. I am depressed by my working environment
7. I work on many unnecessary job activities
8. I must take decisions on my career, so that it satisfies my expectations
9. I feel that I should charge my present job
10. My job is too easy
11. I have enough opportunity for independent thought and action in my job
12. I have good chance to get ahead in my life and to become likely well
in the present profession
Appendix (Cont.)
13. My job is too difficult
14. My job is too routine
15. I am responsible of too many jobs
16. My job pushes me hard to finish on time
17. My job involves pressure constant deadlines
18. My work area is very staff or smelly
19. I dont have time to take an occasional break from the job
20. I do not have authority to do my job well.
21. I feel discomfort to work during night shifts
Appendix (Cont.)
Reference # 02J-2009-11-03-01
22. I am of stand still in my career
23. I have enough opportunities to advance in this organization
24. I think that the communication channel is very poor in my working place
25. I am responsible for helping others by solving their problems
26. I feel that I am not rightly accepted by my co-workers
27. I receive conflicting request from two or more people
28. I find it difficult to delegate work to someone else while I get busy
29. I have job activities that are accepted by one person and not by others
30. I am responsible for people
Appendix (Cont.)

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The IUP Journal of Management Research, Vol. VIII, No. 11, 2009 28 2009 The Icfai University Press.

versity Press. All Rights Reserved.

41 A Study on Stress Among Employees Working

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