IDEAS home Printed from https://ideas.repec.org/a/tec/journl/ojs13172.html

Occupational Stress and Coping Mechanisms of Inbound Call Center Agents of a Business Process Outsourcing (BPO) in the Philippines

Author

Listed:
  • Isabel Moral

    (University of Negros Occidental-Recoletos, Bacolod City, Philippines)

  • Chris Feli Joy Tajonera

    (University of Negros Occidental-Recoletos, Bacolod City, Philippines)

  • Dennis Madrigal

    (University of Negros Occidental-Recoletos, Bacolod City, Philippines)

Abstract

This study examined the levels of occupational stress and coping mechanisms among 132 inbound call center agents of a Business Process Outsourcing (BPO) in the Philippines using a quantitative descriptive-correlational design. The findings revealed that agents experience a moderate level of stress, with workload identified as the primary stressor. Despite this, agents demonstrated a high capacity for coping, primarily using problem-solving strategies. While demographic variables like age, marital status, and tenure did not significantly influence stress levels, sex was found to be a factor in coping, with female agents reporting a greater use of coping strategies. These results suggest a need for tailored, gender-sensitive wellness programs that promote resilience through problem-solving and positive emotional regulation. This research contributes to the academic understanding of stress in the Southeast Asian service industry and offers practical insights for developing evidence-based mental health programs. Keywords: Psychology, Occupational stress, coping mechanism, Call center agents, BPO, Philippines

Suggested Citation

  • Isabel Moral & Chris Feli Joy Tajonera & Dennis Madrigal, 2025. "Occupational Stress and Coping Mechanisms of Inbound Call Center Agents of a Business Process Outsourcing (BPO) in the Philippines," Technium Social Sciences Journal, Technium Science, vol. 75(1), pages 169-178, September.
    • Handle: RePEc:tec:journl:ojs:13172
    DOI: 10.47577/tssj.v75i1.13172
    as

    Download full text from publisher

    File URL: https://techniumscience.com/index.php/socialsciences/article/view/13172
    Download Restriction: no
    File URL: https://libkey.io/10.47577/tssj.v75i1.13172?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:tec:journl:ojs:13172. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Tasente Tanase The email address of this maintainer does not seem to be valid anymore. Please ask Tasente Tanase to update the entry or send us the correct address (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.