Original Research Article
Year: 2020 | Month: September | Volume: 10 | Issue: 9 | Pages: 296-303
Perception, Health-related Quality Of Life Measures and Coping Strategies among Call Center Employees: A Case Study of Access Bank, Nigeria
Ajike Saratu Omagbemi, Ezeakunne Uchenna Onyinye
Department of Public Health, School of Public & Allied Health, Babcock University, Ilisan-Remo, Ogun State
Corresponding Author: Ajike Saratu Omagbemi
ABSTRACT
Introduction: Call center employees form a very essential workforce in many institutions. Financial institutions require their services to aid meeting organizational goals in a fast-paced environment. The call center service job is labor-intensive in the banking sector placing its workers at risk of ill health and reduced quality of life in the immediate to long term.
Methods: A cross sectional online survey was conducted among 198 call center employees in a bank to assess their perception, health-related quality of life measures and coping strategies. Data was collected over a period of 5 weeks and analyzed using frequency counts and percentages.
Results: Most (34.8%) were within the age range 26-30 years old and were females(57.1%). Respondents (83.3%) noted their work as manageable. Respondents (77.3%) experienced problems with the eyes amongst other body parts. More than half experience depression, worry and anxiety. Respondents engage in both positive and negative coping mechanisms such as napping, stretching and use of stimulants.
Conclusion: Health related quality of life measures among call center employees was unsatisfactory. Better working conditions need to be promoted to protect these employees’ health.
Key words: Call center, Financial institution, Health status, Nigeria, Quality of life