The Effects of Call Center Counsrlors’ Job Stress on Health Percption and Resilience (In the COVID19 Pnademic)

Abstract

The purpose of this descriptive survey research is to find the effects of call center counselors’ job stress on their health perception and resilience, and the relations between these three variables. The study subjects were 201 counselors working at K call center in S city. For data analysis, SPSS WIN 23.0 program was used to conduct t-test, ANOVA, Pearson’s correlation coefficient, and Multiple Regression. According to the research, their work   department positively and significantly affected health perception (β=.093. p=.007), whereas their working period negatively and significantly influence job stress (β=-.057, p=.008) and health perception (β=-.068, p=.005). With regard to correlations between variables, job stress had negative correlations with health perception(r=-.259, p=<.001) and resilience(r=-.264, p=<.001), and health perception had a positive correlation with resilience(r=.398, p=<.001).

Based on the results, this study proposes the strategy to increase job proficiency levels, tointroduce shift work system, and improve resilience through health perception in order toreduce job stress.