Components of burnout and coping strategies among call center operators

Purpose. The study investigated the relationship between components of burnout and coping strategies used by them with a stressful situation among call center operators. Methodology. Data was gathered from a sample of 185 employees with experience from 0 to 9 years of the. The questionnaire included two techniques: Maslach Burnout Inventory [MEI] and The Strategic Approach to Coping Scale (SACS). Results. Exhaustion is positively correlated with the coping strategies of avoidance (r = .271), aggressive actions (r = .264) and negatively correlated with coping strategies seeking social support (r = -.186) and assertive action (r = -.224). Cynicism has a negative relation with the coping strategies of social joining (r = -219) and the seeking social support (r = -217). Coping strategies positively correlated indicator of cynicism are: assertive action and avoidance. Inefficacy is positively associated with coping strategies assertive action (r = .27), social joining (r = .147), seeking social support (r = .286). A negative association was found between inefficacy and strategy of avoidance (r = -192). The positive relationship of work experience of the operator and the level of cynicism (r = .231), as well as the positive relationship between the experience of the operator and inefficacy (r =. 158). In addition, the operator's work experience is positively related to coping strategy cautious action (r = .178). Conclusions. Research has shown that adaptive coping strategies negatively associated with high levels of burnout, and maladaptive coping strategies positively associated with high levels of burnout. Value of the results: The study results allow managers to reduce the risk of burn -out of the contact center agents through the formation of a corporate culture which includes adaptive coping strategies, as well as through training and encouraging staff to use coping strategies associated with low levels of burnout components.