IMPACT OF WORK OVERLOAD AND SHIFT WORK ON JOB STRESS OF CALL CENTRE STAFF IN INSURANCE SECTOR.

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.