Abstract:
Human resources arc the most valuable asset organization has. Taking care of these
assets is one target that all successful Companies do and out to do. Call centre staff
provides valuable service to the insurance sector in Sri Lanka. Stress can create
various problems to people response to stress is contingent not only on the
personality of the stresse, but on the nature of the stressor as well. Coping with
stress can take many shapes because stress and responses stress are multifaceted
concepts. Sri Lankan employees go through more stressful conditions within the
organization and outside. Being stressed at the workplace they bring many work
problems to their homes in the evening, which in tum creates many family problems.
This research study seeks to examine the impact of work overload and shift works on
job stress of call centre employees of Insurance Industry in Sri Lanka. The research
study questionnaires were used in data collection. The statements of questionnaire
were measured using Five Point Likert Scale. Proportionate random sampling was
used and the data were collected from 100 respondents were extensively used to
derive conclusions. The data were analyzed using univariate and bivariate analysis.
All hypotheses were substantiated and it was found that job stress was affected by
work overload and shift work of call centre staff. Work overload and shift work was
provided by the highest contribution to the job stress in the insurance sector. Also
discovered the positive impact on job stress and work over load and shift work.
These two occupational factors have a considerable influence on job stress of call
centre employees in insurance sector in Sri Lanka.
