Information about the thesis "Stress in the work of Call Center Operators at VTC's Customer Service Center" by graduate student Nguyen Thi Thanh, majoring in Psychology.1. Student's Full Name: 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 No. 1528/2007/QD – KH&SDH, dated October 14, 2009, of the Rector of the University of Social Sciences and Humanities, Vietnam National University, Hanoi 6. Changes during the training process: None 7. Thesis Title: Workplace Stress of Call Center Operators at VTC Customer Service Center 8. Major: Psychology. Code: 60 31 80 9. Scientific supervisor: Assoc. Prof. Dr. Nguyen Huu Thu. 10. Summary of thesis results: Based on the theoretical and practical research process on stress in the work of call center operators at VTC's customer service center, we draw the following conclusions: - Regarding theoretical research: + The thesis has developed a conceptual framework for the topic: the concept of stress, the concept of stress in the workplace, the concept of a call center operator, and the concept of stress in the work of a call center operator. The thesis's core concept is work-related stress for call center operators at VTC's customer service center. The thesis identifies the characteristics of stress experienced by call center operators in their work: high levels of responsibility for information provided, time constraints in handling situations, customer expectations, the need for quick and accurate responses, work-related disputes due to quotas, and frustration stemming from a lack of goodwill or unreasonable demands from customers. The thesis also identifies several subjective and objective factors contributing to stress for call center operators at VTC, including: work unrelated to their field of study, loud voice and typing sounds, limited ability to remember operational procedures, a noisy and poorly ventilated work environment, etc. Regarding practical research: The vast majority of VTC call center operators are clearly aware of the impact of work-related stress, and that stress directly affects their health and the quality of customer service. This study confirms that the theoretical basis for workplace stress is accurate and relevant to reality. + The majority of VTC call center operators show mild stress levels, although some experience relatively high levels of stress (concentrated in the administrative shift group - operators with families and young children). + Workplace stress among call center operators is mainly influenced by the following subjective and objective factors: lack of effective support methods, limited ability to remember professional skills, job nature unrelated to their field of study, noisy and crowded environment, competition among colleagues, frequently changing services, etc. In short, the research results have proven the hypothesis we stated at the beginning to be correct. 11. Practical Applications: Research on workplace stress among call center operators is significant in helping VTC call center operators develop a correct understanding of the harmful effects of stress, adopt appropriate attitudes and coping mechanisms to deal with stressors, and manage and relieve stress effectively, thereby improving their mental well-being and enhancing the quality of customer service. Furthermore, the research findings can be applied to other customer service call centers such as Mobifone, Viettel, and Vinaphone. 12. Future Research Directions: In the future, we will continue our research in the following directions: - Expanding the research to encompass the overall work of call center operators. - Conducting deeper research on the impact of stress on the work and lives of call center operators in other customer service call centers. 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
