Work Stress in a Call CenterA number of people face stress related to their profession. Job stress is defined as “work-related stress, which often arises from work tasks for which people perceive themselves to have great responsibility.” (Seaward, 2012) Job differences lead to many different forms of job stress. Personally, I thought it would be interesting to study workplace stress in a customer-focused environment. In a call center, most associates interact directly with customers through phone calls or even chat services. Many businesses rely on call centers to address many customer concerns regarding account status, collections activity and complications related to a product or service and online support. I thought it would be interesting to look at work stress in a call center, including the chat service that is also done in a call center. The different types of stressors are the first of many topics relating to workplace stress that I have covered. focused on. Among the main stressors in call centers are the nature of the work, conflicts between quality and quantity and the intensity of the work. (Suri & Rizvi, 2008) Call center employees are typically expected to meet strict monetary targets and undertake high levels of quality monitoring while providing exceptional customer service interaction. I will also provide information on the effects of workplace stress. With the technological growth of our society, there is a great need for call centers. Role conflict occurs when supervisors have a duty to support call center employees ...... middle of paper ...... gain productivity. It is important that the unique form of call center job stress is addressed in all call centers to increase awareness of these findings. The need for call centers is therefore steadily increasing; it is possible that occupational stress will continue to be a problem in this context. References Suri, S. and Rizvi, S. (2008). Mental health and stress among call center employees. Journal of the Indian Academy of Applied Psychology, 34(2), 215-220.Dean, A.M., & Rainnie, A. (2009). Frontline employees' perspectives on organizational factors that affect service quality delivery in call centers. Journal of Marketing Services, 23(5), 326-337. Seward, B. (2012). Managing stress: principles and strategies for health and well-being. (7th ed.). Burlington, Massachusetts: Jones and Barlett Publishing.