Stressors affecting Employee Assistance Programme personnel within a call centre environment

Abstract

The goal of the study was the identification of stressors affecting EAP personnel in a call-centre environment. The purpose of the study was exploratory in nature, since the researcher set out to gain insight into which stressors in the EAP call centre were impacting on personnel. The researcher followed a qualitative approach, while the data collection method was a semi-structured interview. Twelve personnel in the call centre were randomly chosen to ensure that every person received an equal opportunity to participate. The semi-structured interview was chosen as the data collection method, and 12 employees voluntarily took part in the study. Job design, role ambiguity and conflict, physical health issues and communication were the stressors identified. An extensive literature study was conducted, confirming that the stressors identified were causing job dissatisfaction, low productivity and poor motivation in the call centre. The researcher made recommendations to assist management in implemening interventions so that the work environment can be improved.