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Yeon Ju Kim 1 Article
Factors Influencing the Wellness of Call Center Employees
Yeon Ju Kim, Gwang Suk Kim, You Lim Kim
J Korean Acad Community Health Nurs. 2022;33(1):128-138.   Published online March 31, 2022
DOI: https://doi.org/10.12799/jkachn.2022.33.1.128
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AbstractAbstract PDF
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.

RCPHN : Research in Community and Public Health Nursing