| Abstract: | The objective of this study was to assess the sources of job stress and its impact on call center
employees and the effect of job stress on turnover intentions in ethio telecom call center
employees. The causes of job stress are believed to be many but selected causes were taken and
analyzed namely call monitoring, dialog scripting, time pressure, work overload and job
monotony. The effects of job stress were also assessed based on their impact on turnover
intention. The overall purpose of this study is to assess causes of job stress, to measure levels of
job stress and show the relationships between job stress and turnover intentions in ethio telecom
call center employees. To conduct this paper, descriptive and inferential statistics design of
research was used. The sample size was 317 and respondents were selected by systematic
random sampling technique using strata. 5 level Likert scaled questionnaire and interviews were
used as instruments for data collection. The data was analyzed by using descriptive and
inferential statistics and presented in tables and graphs. The major findings show that call
monitoring, dialog scripting, time pressure, work overload and job monotony are sources of job
stress. Job stress and turnover intention have positive relationships. It was found that there is
high level of job stress and turnover intention in ethio telecom call center. |
