Stress in Call Center Sales

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METHODS IN BUSSINES RESEARCH
MAY 19

2012

SUBMITTED TO:
SIR RAJA RUB NAWAZ

SUBMITTED BY:
FARHAN ALEE KHAN (+923333314246)

ACKNOWLEDGEMENT

With the name of ALLAH who is most loving and merciful

Praise to Allah, Lord of the creation, the Compassionate, the Merciful, the King of the Judgment day! You alone.

We pray, and to you alone. We pray for help, guide us to straight path, the path of those whom you have favoured, not neither of those who have incurred your wrath, nor of those who gone astray.

We are very thankful to everyone who all supported us, for we have completed our project effectively and moreover on time. We are equally grateful to our instructor Sir “RAJA RUB NAWAZ”. He gave us moral support and guided us in different matters regarding the topic. He had been very sincere with us in every section of our course and has helped us in every possible manner. His words of wisdom will always be remembered, and I am convinced that the knowledge of “Methods of Business Research” that he has imparted would go a long way in helping us all through our professional career.

TABLE OF CONTENTS

ACKNOWLEDGEMENT2
ABSTRACT:4
INTRODUCTION:5
LITERATURE REVIEW:5
OBJECTIVES:10
RESEARCH METHODOLOGY:10
DATA ANALYSIS:12
FINDINGS:35
CONCLUSION:35
LIMITATIONS:35
QUESTIONNAIRE36
REFERENCES:39

STRESS IN CALL CENTER SALES

ABSTRACT:
The Outbound call centre industry is one of the fastest growing sectors in global scenario and showing significant growth in Pakistan Context also. This sector is developing the young generation not only providing employment opportunities but also by building confidence in them, but most of the employees are young and they are facing a lot of problems. They work on continuous night shifts, which affect their life balance. Excessive workloads, unreachable targeted sales and creating stress among the employees

This study is about stress in call centre sales which is bear by the Tele sales representatives; I like to find out the effect of stress in those persons well-being. I used survey strategy in which questionnaires are distributed to a sample of 50 respondents. The data is collected and analyzed through SPSS by descriptive statistics and statistical inferential techniques such as correlation. The findings of the research are that the normal life of TSR’s have problems handling customers due to abusive languages and have severe headaches and body pains working on calls due to improper working conditions sitting for hours on chairs, too many targeted sales, pressure from supervisors and their behavior and less job satisfaction. So it is concluded that the call centre telemarketing brings severe mental and physical stress to the person or persons who are conducting such tasks.

KEY WORDS: Job Related Stress, Call Centres, Sales, Headaches, Ambiguity

INTRODUCTION:
The advancement of technology brings new ways to communicate and in this there arises some system failures, complaints from customers or there evolved a channel of direct selling to customer called Tele Sales or Tele Marketing , all these activities are carried or organized by a firm in call centre In this setting a call centre an employee has to deal with 250 or more calls which are a daunting task with a less time a part only meagre amount of break, aggravated customers and constant monitoring from supervisor such circumstances produces an environment where a person is likely to get stressed and have other illness Stress is a very important factor is disturbing the life of a person it leads to depression, high blood pressure, Diabetes, and other severe ailments.

LITERATURE REVIEW:
Outbound Call-centres are suffered from psychological, emotional and health related stress than those are working in other industries. Now a day’s Outbound Call Centre’s are using such technologies which are helpful in developing influential network. Major work done by...
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