Stress: Cause Of Concern For Bpo

The report on the BPO sector, published by the International Labor Organization (ILO)

, is probably the single-most important event in the recent history of call centers. The points put forward by the ILO cannot be overlooked because of the sheer prestige of the body. BPO service units across the four countries that were objects of study are reading the report in great detail. Their aim is to mend conditions of working as specified by the ILO. Keeping in tandem with this purpose, the call center units are looking at how to regulate stress in the workplace. The ILO has stated that the answering service agents are so dipped in stress that they develop long-term health complications after working over a stretch of time.

Stress in BPO is caused by a number of reasons. We will examine those facts later on in this article. Let's check out how the call center agents are under threat. Stress over a continued period of time makes the answering service agents susceptible to burnout. It causes complications like insomnia, fatigue; it makes the agents less alert and also causes digestive disorders as well. Here are some reasons why stress is the killer in the call centers:

Long graveyard shifts make the body clock go for a toss. The BPO service agents cannot take the continued night shifts often and change their workplace for better suited timings. The problem aggravates if the business process outsourcing unit they are working in changes their timings very often. Then the body cannot adapt itself to a specified time, leading to serious health issues. BPO managers have to ensure that the agents are getting proper rest. For call centers in countries like India, working nights cannot be ruled out. What can be done is taking proper steps to ensure the body gets the due rest. Call centers can organize health campaigns to train BPO service agents to deal with inconvenient timings.

Electronic monitoring is a constant threat to the answering service agent. Every telemarketing executive on the call center floor is open to constant scrutiny. Their work is being measured in numbers and everything they do is bound by stiff targets. It sometimes gets to the BPO agent. Failure to live up to the expected targets often means a job risk or a public humiliation. The pressure to perform is often a killer.

Lack of social life is another. Call center agents work nights. They get very little time to socialize or catch up with either friends or family. So these telemarketing agents do not have a safety valve as such. They are prone to breakdowns because they hardly get the time to hang out and let their hair down.

Competition in the BPO sector is high-octane and the call center agents often take to one-upmanship. The number of BPO service agents is high enough on the floor to make them compete against each other for the next step on the corporate ladder. This adds to the stress hugely.

by: Ivana Lewis

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