Occupational Role Stress: a Study of Indian Business Process Outsourcing Employees

Abstract

The fierce competition among multinationals to reduce cost has forced many organisations to shift their non core operations to
low cost and high quality destinations like India. This has resulted in exponential growth in the number of business process outsourcing
centres in India. It mainly deals with customer interaction services, human resources, data search/integration etc. under the aegis of
Business Process Outsourcing (BPO).The employees work in prolonged shifts round the clock. To provide real-time services to global
customers they have to compromise with their own biological clock. Consequently they become easy prey to various psychophysiological
ailments. Researches have revealed that psychological stress and its physiological symptoms are the most common
problems amongst call-centre executives (Luce & Juravich, 2002).Occupational Role Stress Scale (Pareek, 1983) will be used to find the
level of role stress among the call centre employees. Student’s t-test will be used for analysis purpose. The study is expected to identify
stress related issues being faced by call centre employees.