Date of Completion

2023

Document Type

Thesis

Degree Name

Bachelor of Science in Nursing

Keywords

Occupational Stress, Coping Mechanisms, Call Center Agents

Abstract

Objectives of the study: General: This study aimed to determine the occupational stress and coping mechanisms of call center agents during the COVID-19 Pandemic. Specific: Specifically, this study sought to determine the following: 1. What is the demographic profile of the respondents in terms of age, sex, civil status, and length of service? 2. What is the level of occupational stress of call center agents during the COVID-19 Pandemic according to the following: Workload, Turnover, Salary and Employment Benefits, Customer Satisfaction, and Working Conditions. 3. What coping mechanisms are used by the respondents in dealing with occupational stress according to the following: physical, psychological, social and spiritual. 4. Is there a significant difference in the level of occupational stress when the respondents are grouped according to age, sex, civil status, and length of service? 5. Is there a significant difference in the coping mechanism when the respondents are grouped according to age, sex, civil status, and length of service? 6. Is there a significant relationship between level of occupational stress and coping mechanisms?

Methodology: The study utilized a Correlational Non-experimental type of design to determine the level of occupational stress and coping mechanisms of call center agents and to determine if there’s a significant relationship between level of occupational stress and coping mechanisms and when grouped according to age, sex, civil status, and length of service.

Major Findings: The following findings were drawn from this study: 1. The results of a statistical analysis of occupational stress in relation to different variables. The analysis found that there were significant differences in the level of occupational stress among respondents when they were grouped according to age, sex, civil status, and length of service. The analysis used different statistical tests and reported the computed values of F and T along with their corresponding p-values, which were all less than 0.05, indicating statistical significance. Overall, this suggests that occupational stress varies significantly among different demographic groups. 2. The results of a statistical analysis of coping mechanisms in relation to different variables. The analysis found that there were significant differences in the coping mechanisms among respondents when they were grouped according to age and sex. The analysis used different statistical tests and reported the computed values of F and T along with their corresponding p-values. Specifically, ages 30-39 years old were found to be a significant predictor of coping mechanisms. However, there were no significant differences in the coping mechanisms when respondents were grouped according to civil status and length of service. Overall, this suggests that coping mechanisms vary significantly among different demographic groups, with age and sex being the most important predictors.

Conclusions: From the findings of the study, the following conclusions were drawn. 1. There are significant results for the levels of occupational stress when the respondents were grouped according to age, sex, civil status and length of service. Findings revealed a part where age, sex, civil status and length of service defined a significant role and contributed to the level of occupational stress of a respondent. 2. There are no significant results for coping mechanisms when grouped according to age, sex, civil status and length of service, except for the age group of 30-39 years old and sex where it was significant.

First Advisor

Naomi M. de Aro, RN, MAN, EdD

Download

Share

COinS