Thesis information "Stress in the work of Telephone Operators at VTC Customer Care Center" by HVCH Nguyen Thi Thanh, majoring in Psychology.1. Full name of student: Nguyen Thi Thanh 2. Gender: Female 3. Date of birth: September 23, 1982 4. Place of birth: Long Xuyen, Binh Giang, Hai Duong 5. Decision to recognize student No. 1528/2007/QD - KH&SĐH, dated October 14, 2009 by the President of the University of Social Sciences and Humanities, Vietnam National University, Hanoi 6. Changes in the training process: None 7. Thesis topic: Stress at work of Telephone Operators at VTC's customer care switchboard 8. Major: Psychology. Code: 60 31 80 9. Scientific supervisor: Associate Professor, Dr. Nguyen Huu Thu 10. Summary of the results of the thesis: Overviewing the theoretical and practical research process on stress in the work of Telephone Operators at VTC's customer care switchboard, we draw the following conclusions: - Regarding theoretical research: + The thesis builds a system of conceptual tools for the topic: Concept of stress, concept of stress in work, concept of Telephone Operator, concept of stress in the work of Telephone Operators. In which the basic concept of the thesis is the concept of stress in the work of Telephone Operators at VTC's customer care switchboard + The thesis points out the stress characteristics of Telephone Operators shown in their work: The level of responsibility for the information provided is large, the lack of time when handling situations, customer expectations, quick and accurate answers to questions, disputes at work due to fixed quotas, frustration due to lack of goodwill or excessive demands from customers + The thesis points out a number of subjective and objective factors leading to stress of Telephone Operators at VTC's customer care switchboard, including: The nature of the work is not related to the field of study, loud typing voice, limited ability to remember tasks, noisy working environment, lack of air, ... - Regarding practical research: + The majority of Telephone Operators at VTC's switchboard are very clearly aware of the effects of stress at work and Stress has a direct impact on health and quality of customer care. of the Telephone Operator. Thereby, it is affirmed that the construction of a theoretical basis for stress at work is accurate and consistent with reality. + Most of the Telephone Operators of the VTC switchboard show signs of mild stress, of which some Telephone Operators have quite high levels of stress (concentrated in the administrative shift group - the Telephone Operators who have families and small children) + Stress at work of Telephone Operators is mainly influenced by the following subjective and objective factors: Not finding an effective support method, limited ability to remember tasks, the nature of the work is not related to the field of study, crowded and noisy environment, competition between colleagues, frequent service changes, etc. In short, the research results have proven that the hypothesis we have stated from the beginning is correct. 11. Practical applicability: Research on stress in the work of Telephone Operators is important in helping Telephone Operators of VTC switchboard have a correct perception of the harmful effects of stress, have appropriate attitudes and ways to respond to stressors as well as adjust and relieve their own stress appropriately in order to improve the mental life of Telephone Operators and improve the quality of customer care of the switchboard. In addition, the research results of the topic can also be applied to customer care switchboards such as Mobifone, Viettel, Vinaphone... 12. Further research directions: In the coming time, we will continue to research in the following directions: - Expand the research on the overall scope of work of Telephone Operators - Research more deeply on the effects of stress on the work and life of Telephone Operators of other customer care switchboards. 13. Published works related to the thesis: None
INFORMATION ON MASTER'S THESIS
1. Full name: Nguyen Thi Thanh 2. Sex: Female 3. Date of birth: September 23, 1982 4. Place of birth: Long Xuyen, Binh Giang, Hai Duong. 5. Admission decision number: 1528/2007/QD - KH&SĐH, Dated: October 14, 2009 6. Changes in academic process: Nothing change. 7. Official thesis title: Stress in the work of telephone operators at the VTC's customer care operator. 8. Major: Psychology 9. Code: 60 31 80 10. Supervisors: Asso.prof. Dr. Nguyen Huu thu 11. Summary of the findings of the thesis. Outlining the process of academic research and practice of stress in the work of telephone operators at the VTC's customer care operator, we draw some conclusions as follows: - In academic research: + The thesis builds concept system of the subject: The concept of stress, stress concept at work , the concept of telephone operators, the concept of stress in the work of telephone operators in which the basic concept of the thesis is the concept of stress in the work of telephone operators in the operator's customer care VTC. + Thesis shows the stress characteristics of the present telephone operators at work: The level of great responsibility with the information given, the lack of time when handling the situation, the expectations of customers, quick and accurate response to the problem, the dispute on the job due to the package level, urgent lack of goodwill or excessive requests from customers. + The thesis points out some subjective and objective factors leading to stress of telephone operators at the VTC's customer care operator including nature of work is not related to field of study, noisy voice and typing sounds memory limitations , noisy work environment, lack of air... - The practical research: + The vast majority of tel operators at the VTC's customer care operator was clearly aware of the impact of at work and stress that has a direct impact on the health and the quality of telephone operators .Thereby, to confirm that the theoretical construction of the at work is accurate and consistent with reality. + Most of the VTC's customer care operators show signs of stress at mild level which has a number of telephone operators at high level of stress (concentrated in the administrative shift-group subjects, telephone operators with families and children). + Stress in the work of telephone operators is mainly influenced by the subjective and objective elements including the following: No method of searching for effective support, memory limitations, the nature of work with no relation to field of study, crowded and noisy environment, the impact of competitiveness between colleagues and services change frequently... In summary, research findings have demonstrated that our hypothesis has yet to be correct from the beginning. 11. Applicability in Practice: Research in the work of telephone operators that has important implications in helping tel operators at the VTC's customer care operator properly aware of the harmful effects of stress, and attitude and appropriate ways to deal with the cause as well as the adjustment, distress themselves appropriately in order to improve the spiritual life for telephone operators and improve the quality of operators. Besides the study results of the subject may also apply to the customer care operators like Mobifone, Viettel, Vinaphone... 12. The following research: in the coming time, we continue to follow the research directions below: Expand research on the overall scope of the work of telephone operators. - Further research on the effects of on the job and life of tel operators at the VTC's customer care operators other. 13. The published works related to the thesis: No result
