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This is a Quantitative Study study.

September 12, 2025Open Access

Occupational Stress and Coping Mechanisms of Inbound Call Center Agents of a Business Process Outsourcing (BPO) in the Philippines

Key Points

Agents reported moderate levels of occupational stress, with workload identified as the primary stressor.
Problem-solving strategies were the primary coping mechanisms utilized by the call center agents.
Gender differences were observed, with female agents employing more coping strategies than their male counterparts.
Results highlight the need for gender-sensitive wellness programs to enhance resilience and emotional regulation.

Abstract

This study examined the levels of occupational stress and coping mechanisms among 132 inbound call center agents of a Business Process Outsourcing (BPO) in the Philippines using a quantitative descriptive-correlational design. The findings revealed that agents experience a moderate level of stress, with workload identified as the primary stressor. Despite this, agents demonstrated a high capacity for coping, primarily using problem-solving strategies. While demographic variables like age, marital status, and tenure did not significantly influence stress levels, sex was found to be a factor in coping, with female agents reporting a greater use of coping strategies. These results suggest a need for tailored, gender-sensitive wellness programs that promote resilience through problem-solving and positive emotional regulation. This research contributes to the academic understanding of stress in the Southeast Asian service industry and offers practical insights for developing evidence-based mental health programs. Keywords: Psychology, Occupational stress, coping mechanism, Call center agents, BPO, Philippines

Occupational Stress and Coping Mechanisms of Inbound Call Center Agents of a Business Process Outsourcing (BPO) in the Philippines

Key Points

Abstract

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