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

Abstract

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