Research in Community and Public Health Nursing (지역사회간호학회지)

Korean Academy of Community Health Nursing (한국지역사회간호학회)
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Factors Influencing the Wellness of Call Center Employees

콜 센터 상담원의 웰니스에 영향을 미치는 요인

  • Kim, Yeonju (Mo-Im Kim Nursing Research Institute, College of Nursing and Brain Korea 21 FOUR Project, Yonsei University) ;
  • Kim, Gwang Suk (Mo-Im Kim Nursing Research Institute, College of Nursing and Brain Korea 21 FOUR Project, Yonsei University) ;
  • Kim, Youlim (College of Nursing, Kosin University)
  • 김연주 (연세대학교 간호대학.김모임간호학연구소, 4단계 두뇌한국(BK)21 S-L.E.AP 미래간호인재교육연구단) ;
  • 김광숙 (연세대학교 간호대학.김모임간호학연구소, 4단계 두뇌한국(BK)21 S-L.E.AP 미래간호인재교육연구단) ;
  • 김유림 (고신대학교 간호대학)
  • Received : 2021.09.25
  • Accepted : 2022.02.23
  • Published : 2022.03.31
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Abstract

Purpose: This study aimed to identify the factors influencing the wellness of call center employees. Methods: From December 2018 to October 2019, a cross-sectional study was conducted with 155 workers recruited from the call centers in Seoul, South Korea. Data were collected using self-administered questionnaires. The questionnaires were used to measure the following scales: Korean occupational stress scale, emotional labor scale, work-life balance scale and wellness scale. Using the SPSS 26.0 program, the descriptive statistics, independent t-test, ANOVA, correlation analysis, and multiple regression analysis were conducted. Results: The mean score of the wellness level of call center employees was 3.05 out of a maximum of 5.00. More wellness level of call center employees was associated with gender, psychiatric diagnosis, and call characteristics. A multiple regression analysis indicated that the total scores on the wellness scale were predicted by call characteristics, occupational stress and work-life balance, with an explanatory power of 42.2%. Conclusion: Study findings show that it is necessary to promote wellness in call center workers with differentiated strategies according to call characteristics, occupational stress and work-life balance. This implies that it is necessary to understand the call characteristics and patterns of workers and to provide an innovative wellness program tailored to individual characteristics for an effective management of the emotional labor and occupational stress.

Keywords

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