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Sociology
Negative Impact of Call Center Industry on Students of NCBA&E
This document highlight the negative impacts of the call center jobs on students of NCBA&E and bring in focus the effects of varying timings of the job on the health and personality of young boys who get attracted to night shifts to earn some extra money along with their studies carried on. It is a serious issue which probably has not been given serious importance so far that how the students are ruining their social, personal and student life and what are the future consequences which could have been faced because of these night jobs in call centers
Objective of study
The topic is chosen to highlight the negative impacts of the call center jobs on students of NCBA&E and bring in focus the effects of varying timings of the job on the health and personality of young boys who get attracted to night shifts to earn some extra money along with their studies carried on. Its is a serious issue which probably has not been given serious importance so far that how the students are ruining their social, personal and student life and what are the future consequences which could have been faced because of these night jobs in call centers. Therefore the major purpose is to make them realize the sensitivity of the issue and help them stabilize the lives.
Methodology
The data was collected through questionnaires which were discussed with those students of NCBA&E who are in any way, associated with call center industry (TSRs, Supervisors, floors managers etc.). The questionnaire had open ended questions and was not distributed like surveys; rather, this questionnaire was used like an interview to ask different types of open ended questions where students were allowed to speak for themselves as much as they want. This technique was designed to analyze the and determines the major factors responsible for the disharmony and decline in social and moral values, effects on health and especially on studies, and behavioral changes in attitude and lifestyle among the students of this institution. Despite these questionnaires, some interviews were also arranged with personnel of some of the popular call centers in Lahore specifically in Gullberg and surrounding areas where the Students of NCBA&E were most likely to be working like Ovex Technologies, iBrain Business Solutions and Tricom International. The purpose of these interviews was to discuss about the behaviors, attitudes, performance, and health conditions of those employees who were regular students of any institution especially NCBA&E. Some HR documents from these companies regarding the working performance records of those employees were also consulted who are, or have been the students of NCBA&E.
Hypothesis:
The call center jobs have a strong negative effect on the health, social and personal life and studies of the students of NCBA&E.
Computer vision syndrome (CVS Losing their voice BOSS stands for burnout stress syndrome Heart diseases Ear disease Muscular pain Social life is affected
Caller abuse: The employees of customer care have to deal with different type of customers which include some polite customers while others are really aggressive. The most difficult and tough part for an employee is to deal with an angry customer. Customer when not satisfied with the service of the company or when they dont wanted to be disturbed they normally get very aggressive. A customer care representative has to not only satisfy a customer but also has to tolerate the abusive languages. He/she tries to remain calm irrespective of how bad he/she is feeling This result to demotivation and stress in an employee. He feels disrespected and humiliated.
A considerable number of students said that they were unable to perform in the class, get good grades, dizziness during the class lectures and lack of attention and the main factors they told were imposed full-time schedule, being unable to simultaneously meet both quality and quantity requirements, situations of tension with clients, negative comments from superiors, and lack of recognition from superiors etc. The managers and personnel of leading call centers in Lahore also mentioned same kinds of problems and even they spoke for themselves and confessed that they were also facing many of these problems although they do not have to listen to calls and are not bound to sit all the time, but other factors are there.
Conclusions
This survey of over 18 students of NCBA&E who are active call center employees and interview with managers and other personnel of some of call center in Lahore highlighted the high frequency of psychological distress, hallucination of social life and the health impact of working conditions. Furthermore they face number of health issues like:
Burnout stress syndrome Pressure building Ear problems Heart diseases musculoskeletal disorders Stress Loss of sleep Lack of social activities Stomach problems
Recommendations
Students of NCBA&E who are currently working in any call center must realize that they are wasting their health and personality by taking on this responsibility along with their studies. They should either cut their job timings short, or should get any other job if they are really in need of money. Despite of these, call center management should think something about such employees and should make necessary adjustment in their organizations. Things that Cell Center Agents Should Get:
Healthy Working Environment. Health recreational centers. Flexible working hours. Especial trainings for night shift call center agents. Periodically checkups of ENT. Flexible office infrastructure. Promotion channels & highly self motivated schemes for call center agents.