Stress and Coping Mechanisms among Business Process Employees in North India

Abstract

BPO is an act of utilising the services of the third party by a company in order to perform its back office operations. The dimension of demand consists of parts such as work speed, time pressure and conflicting requirements of the organisation or supervisor. The present study was aimed to identify maladaptive stress and strain amongst BPO industry employees in North India and furthermore to study the coping skills of BPO employees. Odd timings, long hours of work, permanent night shifts, incredibly high work targets, loss of identity are the dark clouds that threaten to mar the lustre of the call centre industry in India. Based on the results obtained from the study it could be concluded that intervention at primary level i.e. proper planning and management of call centres and activities for call handlers can help in a big way to contribute for their better health and reduce attrition in the industry. Also, promotion of functional/adaptive coping skills over the dysfunctional/ non-adaptive is needed