THE EFFECTS OF OCCUPATIONAL STRESS ON THE EMPLOYEES OF A CALL CENTER IN THE BANKING FIELD IN TIMISOARA
THE EFFECTS OF OCCUPATIONAL STRESS ON THE EMPLOYEES OF A CALL CENTER IN THE BANKING FIELD IN TIMISOARA

Summary/Abstract: Occupational stress has become a challenge for many organizations that want on the one hand to keep their employees and on the other hand to ensure their performance through a pleasant organizational climate. The present paper investigated and evaluated the perception of 14 male employees (French and Romanian speakers) of a call center in the banking field in Timișoara on the causes and effects of occupational stress. The applicability of this research consists in the development of possible strategies and practices for control and reduction of occupational stress to reduce the high rate of staff turnover. The elaboration of this study is based on the concepts of occupational stress, professional mobility, but also the learning of a foreign language at work, because call center agents chosen for the present research operate in French, which is a language other than their native one. To carry out this qualitative research, we used a semi-structured interview guide elaborated both in Romanian and French – half of the interviews’ participants are Romanians and half are North-Africans from Tunisia, Morocco, and Algeria. The main topics on which the interview guide questions were developed are the following: personal and professional experience, way of working, working schedule, work rate, and professional mobility.

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