ABSTRACT

The development of computer and information technology is perhaps one of the most dominating factors in the ever-changing working life of today. The effect that the society is largely impacted by businesses of various size and operations most specifically the business process outsourcing job which deals with transactions between service provider and customers cannot be ignored. Thus, computer technology has affected the work environment and the users in different ways, resulting for example in more constrained sedentary work. Technological developments in general have had a great impact on working life. With the help of technology, activities are no longer confined to a particular place or time, a phenomenon that is clearly illustrated by call centers. This study assessed the health the status of call center agents along physical, emotional and social aspects. This study, gave the researchers an idea on what is the nature of this job, the problems encountered by the call center agents and what coping strategies are being practiced to minimize the problems encountered.

Stress is the major contributing factor that affects the health status of the respondents and their performance in the work field. Tension occurs when the demands of the job or the workplace exceed the capacity of the person to respond effectively and brought adverse effects to the health status of their call center agents. It was also found that customer service departments are most stressful areas to work. Problems were generally encountered such as anxiety and depression. Symptoms and health problems caused or aggravated by work are common (Martimo et al 2007).Symptoms were manifested and reported by the respondents like disturbed sleep, headache and loss of appetite upon which anxiety is the main cause and that lead to depression if not intervened. In view of these findings, efforts have been suggested to assist the individual to minimize such disruptions. One approach is health education with regards to eating nutritious foods and improves healthy lifestyle by utilizing the extra time for socialization and exercise. ln every stressor, there is an appropriate action taken and done to maintain a balanced and healthy lifestyle.