Burnout level of a bank’s call centre employee and affecting factors

Yıl 2014, Cilt: 4 Sayı: 4, 216 - 225, 03.05.2015

Saime Erol , Kamer Gur Sumeyra Ergun İlknur Yalcın

Öz

Objective: This study was carried out with the aim of exploring the relationship between burnout and personal characteristics and workplace environment factors in call center employees. 

Method: The research was conducted between February and April 2011 in a private bank located in Istanbul using descriptive design. Population consists of call center employees in bank and 201 volunteers participated in the study. Data were collected by using questionnaire form prepared by researchers and Maslach Burnout Inventory. Data were analyzed with descriptive statistics, independent samples t, ANOVA, Mann-Whitney U, Kruskal Wallis test and logistic regression. Significance was set at p<0.05 and confidence interval estimated at that 95% level.

Results: The mean age of respondents was 36.84±13.22 with a range from 20 to 46 years. Most participants were female (77.1%), and graduate degree (52.2%). The average emotional exhaustion scores of the employees were at middle range. The emotional exhaustion risks of those who experience stress due to their work were found OR=11.50 (95% CI 2.45-28.57) times higher than those who do not experiencing any stress. The average depersonalization scores at the low range. Depersonalization scores of those having tinnitus were OR=7.35 (95% CI 1.41-8.51) times higher than those who do not have such a problem. The average personal accomplishment scores were at the low range and men’s scores were found OR=5.87 (95% CI 1.25-8.29) times less than women’s and also, the scores of those who have headache were OR=8.38 (95% CI 1.74-18.44) times less than those who do not have headache.

Conclusion: Work-based stress, male gender, and headache factors that affects burnout.

Anahtar Kelimeler

Maslach burnout inventory, call center employee, burnout, health status, stress

Bir banka çağrı merkezi çalışanlarının tükenmişlik düzeyi ve etkileyen faktörler

Öz

Amaç: Bu çalışma çağrı merkezi çalışanlarının tükenmişlik düzeyleri ile kişisel özellikler ve işyeri çevresel faktörler arasındaki ilişkiyi açıklamak amacı ile yürütüldü.

Yöntem: Araştırma tanımlayıcı tasarım kullanılarak Şubat ve Nisan 2011 tarihleri arasında İstanbul’da özel bir bankanın çağrı merkezi çalışanları ile gerçekleştirildi. Çalışma popülasyonunu gönüllü olarak katılan 201 çağrı merkezi çalışanı oluşturdu. Veriler araştırmacılar tarafından hazırlanan anket formu ve Maslach Tükenmişlik Ölçeği kullanılarak toplandı. Toplanan veriler, tanımlayıcı istatistikler, bağımsız örneklem t, ANOVA, Mann-Whitney U, Kruskal Wallis Testi ve lojistik regresyon analizi ile değerlendirildi. Anlamlılık düzeyi p<0.05 ve güven aralığı %95 olarak kabul edildi.

Bulgular: Araştırmaya katılan bireylerin yaşları 20-46 arasında değişmektedir ve yaş ortalaması 36.84±13.22’dur. Çoğunluğu kadın (%77.1) ve lisans mezunudur (%52.2). Çalışanların duygusal tükenme puanları orta düzeyde bulundu. İş nedeniyle stres deneyimleyenlerin duygusal tükenme riskleri stres deneyimlemeyenlerden OR=11.50 (%95 CI 2.45-28.57) kat daha yüksek bulundu. Duyarsızlaşma puanları düşük düzeydeydi. Kulak çınlaması şikâyeti olan bireylerin duyarsızlaşma puanları çınlama şikâyeti olmayanlardan OR=7.35 (%95 CI 1.41-8.51) kat daha yüksek bulundu. Çalışanların kişisel başarı puanları düşük düzeydeydi ve erkeklerin puan ortalamaları kadınlardan OR=5.87 (%95 CI 1.25-8.29), baş ağrısı şikâyeti olanların olmayanlardan OR=8.38 (%95 CI1.74-18.44) kat daha düşük düzeyde bulundu.

Sonuç: İşe bağlı stres, erkek cinsiyet ve baş ağrısı şikâyeti tükenmişliği etkileyen faktörler olarak belirlendi.

Anahtar Kelimeler

Maslach tükenmişlik ölçeği, çağrı merkezi çalışanı, tükenmişlik, sağlık durumu, stress

Kaynakça

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