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Abstract

In this paper, it is attempted to analyze the effect of stress in women working at call centres at Indore and problems faced by them. The attempts are also made to understand the various ways in which they try to eliminate stress from their life. The study is
mainly at exploratory level and it throws light on issues such as age, education, motivation, commitment and decision making power and health of those at call centre. It is very essential to manage workplace stress because it affects not only the individual and the organization, but also the society at large. This paper discusses the various reasons for stress and attempts to suggest various approaches to manage it for the betterment of the individual and the organization.

Introduction

Digital technology has revolutionized the world as never before. Rapid transformation has taken place in the global scenario. The present era is witnessing a rapid change from an industrial to a knowledge-based global economy. In this era of knowledge, 'Call Centres' serve an integrated factor of communication. The contribution of BPO-Call Centre is significant in terms of income and earnings, growth and employment generation. The Call Centre work force has come to occupy an important role in the Indian economy.

A Call Centre has a very pleasant working environment. It is open round the clock as calls keep coming from different parts of the world. Most Call Centers offer customer-related marketing services. There are mainly two types of calls - 'Inbound Calls' and 'Outbound Calls'. Inbound calling is for customer support, where the customer calls to seek answers for his queries. Outbound calling is related to tele-sales, where operators themselves contact the clients. In a business-to-business client-partner business scenario, relationship temperament from business inception to product / service stabilization stage is the driving force to set the rhythm, pace and mood of the business. There is always an essence of stress in any business planning, operation and execution. Stress is a problem in almost all the countries of the world, irrespective of whether the economy is strong or weak.

From an individual's point of view, stress is our body's physical, mental and chemical reactions to circumstances that frighten, confuse, endanger or irritate us. If taken positively, stress is a friend that strengthens us for the next encounter, but if, taken negatively, it can have adverse effect on both physical and psychological factors. Stress affects not only the individual but also his/her environment. It has an affect on the individual's family, work and society.

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* Contributed by: -
Richa Darshan,
Faculty - MBA,
Lakshmi Narain College of Technology Management Education & Research (LNCT-MER), Indore.