The level of depression, anxiety and job satisfaction among young Contact Centre employees during the COVID-19 pandemic

Background: The COVID pandemic saw a general deterioration of mental health among the global population, resulting in up to 25% increase in the incidence of anxiety and depressive disorders. The pandemic also affected the professional sphere, where remote and hybrid working modes have now become a common phenomenon. Aim: The aim of the study is to determine the relationships between symptoms of depression, and the levels of stress, anxiety and job satisfaction among Contact Centre employees and internal employees. The study also examines whether the place of work (remote work vs. office work) differentiates these participants regarding experienced anxiety, depression symptoms and job satisfaction.Material and Methods: The study was conducted from October 2021 to March 2022. It included a total of 61 people aged between 18 and 45, employed at a Polish bank. Mental state and job satisfaction were assessed using the Job Satisfaction Scale (SSP), Perceived Stress Scale (PSS-10), State and Trait Anxiety Inventory (STAI) and Beck Depression Inventory (BDI).Results: No statistically significant differences in the intensity of perceived stress or symptoms of depression and anxiety were found between the Internal and Contact Centre employees; however, poorer mental functioning was noted in the latter group. The level of job satisfaction in the studied groups significantly correlated with the severity of depressive symptoms (R = - 0.427; p < 0.001), intensity of perceived stress (R = - 0.484, p < 0.001), level of anxiety as a state (R = - 0.468; p <0.001) and as a trait (R = - 0.423, p < 0.001). People working in the home office mode obtained significantly higher scores for experienced stress, state and trait anxiety and depressive symptoms compared to people working in the hybrid mode, and significantly higher scores in terms of state anxiety than office workers. The groups did not differ significantly in terms of job satisfaction, and none of the discussed factors significantly predicted the level of job satisfaction.Conclusions: 1. Contact Centre employees did not differ from internal employees in terms of experienced levels of stress or symptoms of depression and anxiety. 2. Working from home can increase the level of perceived stress and symptoms of depression and anxiety among employees. 3. More severe depressive and anxiety symptoms, and greater perceived stress, are associated with a lower perceived level of job satisfaction among young adults.