Stress, Anxiety, and Depression among Call Handlers Employed in International Call Centers in the National Capital Region of Delhi.
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Date
2015-04
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Abstract
Background: Call handlers employed in call centers repeatedly undergo stress in their day-to-day lives and this can
have deleterious effects on their health. Objectives: The objectives were to study the levels of stress, anxiety, and
depression, and their predictors among call handlers employed in international call centers in the National Capital
Region (NCR) of Delhi. Materials and Methods: A cross-sectional questionnaire-based survey was conducted among
375 call handlers aged 18-39 years. Depression Anxiety Stress Scale- 42 (DASS-42) was used to measure stress,
anxiety, and depression along with a pretested sociodemographic questionnaire. Univariate analysis was done to fi nd
out the association of stress, anxiety, and depression with various factors. Variables with P < 0.25 were included in
multiple logistic regression and three models were developed each for stress, anxiety, and depression. Results: The
prevalence of stress, anxiety, and depression among call handlers was 46.7%, 57.1%, and 62.9% respectively.
Abnormal sleep quality, prolonged travel time, and lack of relaxation facilities at the offi ce were predictors of stress
and depression. The presence of physical ailments, the absence of hobbies, temporary/part-time employment, and
traveling long-distance to offi ce were signifi cant predictors of anxiety among call handlers. Conclusion: Call handlers
face a high burden of stress, anxiety, and depression. Public health specialists need to pay adequate attention to
their health problems.
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Keywords
Anxiety, call centers, call handlers, depression, stress
Citation
Jeyapal Dinesh Raja, Bhasin Sanjiv Kumar, Kannan Anjur Tupil, Bhatia Manjeet Singh. Stress, Anxiety, and Depression among Call Handlers Employed in International Call Centers in the National Capital Region of Delhi. Indian Journal of Public Health. 2015 Apr-Jun; 59(2): 95-101.