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NCBA&E

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

Muhammad Afzal Hanif 2073122

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.

Introduction of the topic:


The call center has been established as an industry in corporate world of Pakistan only over the last ten years. This industry has given thousands of unemployed graduates an opportunity to start their career without any particular work experience. Particularly in Pakistan where unemployment rate is very high, fresh graduates take this opportunity as sunshine towards their bright future. This job is not only easily accessible but also does not have any boundaries in entrance. Job seekers also take this opportunity as a first step towards the corporate world, but unfortunately only few happens to be successful. Most of them remain stucked in this job forever. Especially, the students feel a real fascination towards this day by day growing industry. These students find it easy to get some time to do a night job in a call center and earn for themselves. Same is the case in our institution i.e. NCBA&E. here, a good number of BBA and MBA students are employed at call centers but it is a hard fact for them to accept that their life is ruined and scattered in every aspect. Let me give a brief overview of working environment of a call center, the effects on health, and other factors that are responsible. Working environment in call centers Long hours of work, permanent night shifts, incredibly high work targets, loss of identity are the major reason that threatens the employees of call center in Pakistan. The odd timings and nature of work in call center makes an agent work on a chair for 9 hrs, continuously taking calls and reading a pre-scripted document to gain the customer around the globe. His every day performance is calculated and is appraised accordingly. A little distraction messes up with his work. All his senses are continuously in action and not only this, the stress he has to face while working could not be measures.

Health issues caused by the working conditions


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.

Analysis of data of questionnaire:


A total of 18 students of NCBA&E were included. Students who had availed sick leave during the previous 12 months were 60%. The most frequent musculoskeletal complaints over the previous few months period (59%). During the same period, 77.3% of students experienced visual fatigue, 50% reported auditory fatigue signs and 47% vocal disturbance or fatigue. 65 % of students had showed psychological distress. Almost 24% of the workers had used psychoactive medication during. A significant association was found between psychological distress and the frequency of musculoskeletal disorders. 90% of respondents replied that the time they had spent with their families was below 2 hours! And almost same was the case when they were asked about time spent with friends. Around 70% of students said that the major reason for them to leave any lecture was lack of sleep.

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

And some other psychological factors like:


Self De-motivation Dis-respected

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.

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