Abstract:
Introduction:
Call centers are known to have high-pressure and stressful work environments. This frequently results in physical, mental and social health problems. Nevertheless, only few studies have assessed the well-being status of the call center employees in Malaysia. This study aimed to assess the health-related quality of life (HRQoL) of call center employees in Malaysia and further examine its association with socio-demographic factors, job characteristics, occupational stress and job satisfaction.
Methodology:
A cross-sectional study was conducted among 116 call center employees in Kuala Lumpur, Malaysia. Stratified random sampling method was carried out and employees that met the selection criteria were invited to participate into the study. The health-related quality of life
was the dependent variable while socio-demographic, job characteristics, job satisfaction and occupational stress were the independent variables. Data analysis was performed using SPSS 23. Obtained scores were analyzed with the help of ANOVA and two-tailed independent samples ttest Results: The study population comprised of 65.5% female and 34.5% male. The overall mean SF-36 score was 60.74, lower than the Malaysian general population score (65). Results suggest the socio-demographic factors were not statistically significant associated with the overall
HRQoL but statistically significantly associated with at least one of the eight domains of the SF- 36 (p<0.05). There was statistically significant association between job characteristics – call duration, duration of employment and choice to work in a call center- with the overall HRQoL
among the employees (p<0.05). The study reveals a positive relation between job satisfaction and HRQoL. Moreover, occupational stress is negatively related with the HRQoL among the call center employees.
Conclusion:
The study found that the call center employees in Malaysia had a slightly lower HRQoL than the general Malaysian population. While occupational stress and job satisfaction influences the overall HRQoL, the socio-demographic and job characteristics influences at least one of the eight SF-36 domains.
Keywords: Health related quality of life, call center, occupational stress, job satisfaction, job characteristics
