Stress-Performance Relationship in Call Center: A Qualitative Research in Izmir
Journal Title: Rahva Journal of Technical and Social Studies - Year 2021, Vol 1, Issue 2
Abstract
Employee performance has always been paramount to an organization’s success in today’s business environment. Research has shown that several contextual and behavioural factors within an organization have significant impact on employee performance. One of the most important of these factors is stress. The aim of the study is to examine the relationship between job stress and performance in the case of call center employees. In the research carried out through qualitative analysis, the data were obtained from 10 employee working in a call center in Izmir. Semi-structured interview and phenomenology technique was used. Stress factors stated by the employees are reflected in the performance levels of the employees in different ways. It has been stated that there is a relationship between stress and performance. Relationships with colleagues and customers were cited as sources of stress. Other sources of stress included workload. It has been stated that stress affects performance positively. By evaluating the findings, suggestions were developed specific to the call center and working life.
Authors and Affiliations
İrem DOĞAN, Cemile ÇETİN
Keywords
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