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Mental health status and its predictors among call center employees: A cross‐sectional study

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  • Hyunjin Oh
  • Heyeon Park
  • Sunjoo Boo

Abstract

In this study, we assessed the mental health of Korean call center employees and investigated the potential predictors of their mental health status. A cross‐sectional study using self‐completing questionnaire was conducted for employees working for a credit card call center. A total of 306 call center employees completed the Depression Anxiety Stress Scale, the Emotion Labor Scale, and the Korean Occupational Stress Scale. The results showed that more than half of the participants reported high levels of depression, anxiety, and stress. A multiple regression analysis indicated that the total scores on the Depression Anxiety Stress Scale were predicted by perceived health, job satisfaction, job demands, organizational injustice, and emotional dissonance suggesting that, in the interest of improving the mental health of call center employees, their job demands and emotional dissonance should be reduced and the work environment be improved. Consideration should be given to providing routine assessments of mental health, including depression, anxiety, and stress, and the corresponding need for the development of an intervention program and other work‐related policies that would protect employees from the risk of poor mental health outcomes.

Suggested Citation

  • Hyunjin Oh & Heyeon Park & Sunjoo Boo, 2017. "Mental health status and its predictors among call center employees: A cross‐sectional study," Nursing & Health Sciences, John Wiley & Sons, vol. 19(2), pages 228-236, June.
    • Handle: RePEc:wly:nuhsci:v:19:y:2017:i:2:p:228-236
    DOI: 10.1111/nhs.12334
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    References listed on IDEAS

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    1. Stephen Deery & Roderick Iverson & Janet Walsh, 2002. "Work Relationships in Telephone Call Centres: Understanding Emotional Exhaustion and Employee Withdrawal," Journal of Management Studies, Wiley Blackwell, vol. 39(4), pages 471-496, June.
    2. Geoff P. Lovell & Kim Nash & Rachael Sharman & Ben R. Lane, 2015. "A cross‐sectional investigation of depressive, anxiety, and stress symptoms and health‐behavior participation in Australian university students," Nursing & Health Sciences, John Wiley & Sons, vol. 17(1), pages 134-142, March.
    3. Tuten, Tracy L. & Neidermeyer, Presha E., 2004. "Performance, satisfaction and turnover in call centers: The effects of stress and optimism," Journal of Business Research, Elsevier, vol. 57(1), pages 26-34, January.
    4. Ybema, Jan F. & van den Bos, Kees, 2010. "Effects of organizational justice on depressive symptoms and sickness absence: A longitudinal perspective," Social Science & Medicine, Elsevier, vol. 70(10), pages 1609-1617, May.
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    1. Stefania Fantinelli & Teresa Galanti & Gloria Guidetti & Federica Conserva & Veronica Giffi & Michela Cortini & Teresa Di Fiore, 2023. "Psychological Contracts and Organizational Commitment: The Positive Impact of Relational Contracts on Call Center Operators," Administrative Sciences, MDPI, vol. 13(4), pages 1-14, April.
    2. Dahyeon Lee & Kang-Sook Lee & Ahnna Lee & Hyeju Ahn & Hyun-Kyung Lee & Hyekyeong Kim & Jakyoung Lee & Hong-Gwan Seo, 2021. "Successful Smoking Cessation among Women Smokers Based on Utilizing National Smoking Cessation Service Type in Korea," IJERPH, MDPI, vol. 18(12), pages 1-12, June.
    3. Heyeon Park & Hyunjin Oh & Sunjoo Boo, 2019. "The Role of Occupational Stress in the Association between Emotional Labor and Mental Health: A Moderated Mediation Model," Sustainability, MDPI, vol. 11(7), pages 1-12, March.

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