ABSTRACT
Gelişen dünyada teknolojinin ve hizmet sektörünün artmasıyla birlikte hizmet alan müşterilerin, beklenti ve talepleri de gün geçtikçe artmaktadır. Bu sektörlerde hizmet veren kuruluşlar müşteri memnuniyetinde ve rekabet koşullarında avantaj saǧlamak amacıyla, kaliteli bir çaǧrı merkezi sistemine ihtiyaç duyar. Yoǧun iş tempolu ve stresli çalışma koşullarına sahip olan çaǧrı operatörlerinin, çaǧrı merkezini arayan kişilere daha kaliteli hizmet verebilmesi için yüksek motivasyona sahip olması gerekir. Her ne kadar yüksek motivasyona sahip olunsa da zor insanlarla iletişim kurmak, çaǧrı operatörlerini zaman içerisinde tükenmişlik sendromuna sokabileceǧi öngörülmektedir. Tüm dünyada COVID-19 virüsü nedeniyle pandemi ilan edilmesi sonucu, kapalı bir ortamda maske takarak telefonla konuşmak zorunda kalan çaǧrı operatörlerinin daha da tükenmesine sebep olabileceǧi yeni bir araştırma konusu olmuştur. Bu çalışma, çaǧrı merkezinde görev yapan çaǧrı operatörlerinin diǧer sebeplerle oluşan tükenmişliklerinin yanında COVID-19 anksiyetesinden kaynaklı bir tükenmişliklerinin olup olmadıǧının araştırılması, parametrik olmayan testler yardımıyla analiz edilmiş ve yorumlanmıştır. Yapılan araştırma sonucu COVID-19 anksiyetesinin çaǧrı merkezi çalışanlarının tükenmişliǧine anlamlı ölçüde etki yaptıǧı saptanmıştır.Alternate :In our technologically advacing wold, the service field companies with the customers expecting top level service, need well equipped call centers employing qualified operators to vie each other to achieve customer satisfaction. The employees working in stressful call service environment of those centers need to be highly motivated. The widely accepted fact is that even the best operators, under heavy work burden have to cope with inbound and outbound calls of difficult customers manifest chronic stress, emotional exhaustion and they burnout as time passes. A busy work life filled with stressful working conditions, it is tought that the declaration of a pandemic (COVID-19) virüs across the world may have coused even more exhaustion to call operators talking on the phone while wearing masks in a closed place. With this scientific research on operators, it's been analysed and interpreted with the help of non-parametric tests that whether they have developed a COVID-19 anxiety added to their already existing burnouts caused by other well-known factors. These researches into the issue established remarkable negative effects of COVID-19 anxiety on the call center agents.
ABSTRACT
IntroductionPeople in Asia are reported to have the shortest sleep duration worldwide. In particular, Indians slept an average of 6 hours and 46 minutes compared to the 7 hours recommended by the National Sleep Foundation. In addition, COVID-19 pandemic may have exacerbated sleep woes with 2 in 3 people have reported that their ability to sleep well has been affected by the pandemic. Stress and increase in phone use before bedtime are common reasons for poor sleep. Poor sleep is well documented to make us error prone with up to 3 times attention lapses and 2 times odds of making place keeping errors.Material and MethodsIn this investigation, we surveyed more 2236 adults of working age of 25 to 55 years old in 7 major India cities to understand their sleeping patterns, duration, prevalence of sleep difficulties and daytime consequences. The Stanford Presenteeism Scale was used to analyse the impact of reported sleep problems on work performance. We compared workers' ability to handle job stress, complete work tasks, achieve goals, maintain focus and energy during work.Results and ConclusionOnly 15% respondents reported that they have good sleep (7 or more hours of sleep, takes less than 30 minutes to fall asleep and acknowledgment of no sleeping problems). About 40% of respondents shared that they slept less than 7 hours on work days. Among the 1225 employed individuals, IT Professionals (30%) topped the list of profession in facing sleep problems. Using the Stanford Presenteeism Scale, more than 75% of the employed individuals agreed that lack of sleep has major impact on their work performance. However, more than 30% reported to do nothing about it and assumed sleep will get better with time. In conclusion, a majority of Indians reported lack of good sleep during working day and lack of sleep decreases work performance. With many are not taking action, there is a need to raise awareness of impact of insufficient sleep on work and daily life.
ABSTRACT
The COVID-19 pandemic thrust nursing into the spotlight, not only for the heroism that was on display each day on the frontlines while providing care to an extraordinarily high volume of critically ill patients, but also for the chaos and danger that surrounded the profession by providing this care in unsafe working conditions due to a lack of personal protective equipment (PPE). During the COVID-19 pandemic, there was a litany of system failures on federal, state, local, and organizational levels that left nurses and other frontline healthcare workers frequently exposed to a poorly understood and deadly infectious disease. The scope of this project was to identify areas of system failures in the supply and delivery of PPE, to examine issues with guidance versus regulation in providing protection for healthcare workers, and to evaluate enforcement both before and during the pandemic. Extensive research was completed on the nation's PPE supply chain infrastructure, existing workplace safety standards, and the real-time growing body of evidence gleaned from the ongoing COVID-19 pandemic. Based on increased production and availability of necessary PPE early in this project, the scope was prioritized and narrowed to focus on both emergency and permanent Occupational Safety and Health Administration (OSHA) standards to reduce workplace morbidity and mortality of healthcare workers. This evidence collected was utilized to develop a policy paper, in partnership with an American Nurses Association (ANA) Senior Policy Advisor, that provided recommendations for enforceable emergency and permanent airborne infectious disease standards to were necessary to mitigate further risks from COVID-19 for all frontline healthcare providers, as well as to provide protections from future threats. (PsycInfo Database Record (c) 2022 APA, all rights reserved)
ABSTRACT
Background: The emergence of the COVID-19 pandemic has had major consequences in the workplace, both in terms of the number of cases among the working population and the enormous changes made to cope with it. The objective of this study is to describe the impact of COVID-19 on the working conditions and health of wage-earners in Spain. Methods: Cross-sectional study carried out between the end of April and the end of May 2020 among the wage-earning population. Sample included n = 20,328 participants obtained through an online survey. Results: A situation of high-strain was reported by 44.3% of workers, 42.6% were concerned about possible job loss, 75.6% about finding a new job if they lost the present one, 69.7% were worried about salary reduction, 68% about becoming infected at work and 72.3% of being a transmitter of the virus. Among those who regularly went to work, 13.1% did so with symptoms compatible with COVID-19 and 71.2% stated that they had done so without adequate protection measures. 36.7% of workers believe that their health worsened, 41.6% had severe trouble sleeping during the last month, 55.1% were at risk of poor mental health and consumption more than doubled of tranquilisers and opioid analgesics, compared to the pre-pandemic situation. Conclusion: The impact of COVID-19 on the wage-earning population has been enormous, with high exposures to harmful working conditions and very poor health indicators, which, compared to the pre-pandemic situation, means significant deterioration. Important inequalities are observed according to class, gender, age and wage. (PsycInfo Database Record (c) 2023 APA, all rights reserved)
ABSTRACT
BACKGROUND: Telecommuting has expanded greatly during the COVID-19 pandemic. Since the advent of remote working from home, there has been an ongoing controversy about the positive or negative health-related impact of telecommuting. This study aimed to investigate change in the occupational health risk in South Korean workers involved in telecommuting during the pandemic period compared to daily commuters. METHODS: A population-based cross-sectional study of South Korean workers using the secondary data from the 6th Korean Working Conditions Survey (2020-2021) was designed. A total of 12,354 white-collar wage employees were selected as the study sample. Telecommuting, depression, anxiety, insomnia, fatigue, musculoskeletal pain, headache-eye strain, absenteeism, and presenteeism were measured by self-reported data. Multiple logistic regression models, including gender stratification analysis, were used to estimate the adjusted odds ratio (AOR) with a 95% confidence interval (CI) for the health outcomes of telecommuters. RESULTS: Among the study population, 338 males and 318 females were reported to be telecommuters. The entirely adjusted regression model showed a positive association between telecommuting and anxiety (AOR = 2.82; 95% CI, 1.93-4.10), insomnia (AOR = 1.93; 95% CI, 1.27-2.92), fatigue (AOR = 1.76; 95% CI, 1.30-2.37), musculoskeletal pain (AOR = 1,76; 95% CI, 1.33-2.32), headache-eye strain (AOR = 1.94; 95% CI, 1.48-2.54), presenteeism (AOR = 1.66; 95% CI, 1.20-2.28) respectively. Gender difference was identified in that only female telecommuters had a higher risk of depression (AOR = 1.62; 95% CI, 1.04-2.53) and insomnia (AOR = 2.07; 95% CI, 1.26-3.41) than daily commuters in the adjusted model. CONCLUSION: Telecommuting was significantly associated with an increased risk of various health problems among South Korean workers and females were identified as a more vulnerable group. Although further research is required to ascertain the causal relationship, public health intervention should be considered to prevent the negative effects of telecommuting.