The Burnout Level of Call Center Agents in Metro Manila, Philippines

Source: Author: Agnes F. Montalbo The aim of this study was to measure the exhaustion, cynicism and professional efficacy that would determine an individual’s level of burnout. A convenient sample of employees was obtained from different call centers in Metro Manila. The results indicated a high level of exhaustion for the age group of 18-29 years old and for the female respondents. More than half of the respondents were high in cynicism and those who reported a low professional efficacy were mostly females. Age showed a significant relationship with exhaustion and cynicism while tenure at present job showed a significant relationship with professional efficacy. Results implied that working in a call center may lead to employee burnout especially for females and those who are new in their job. ]]>