Mediating Role of Stress on the Relationship between Work Environment and Employee Well Being and Performance among the Employees of Selective Telecom BPOs in Hyderabad_ An Empirical Evidence

Abstract

Understanding the stress and the stress coping strategies in the BPO call centers is highly required. Specifically, in the telecommunication sectors, the service which is rendered by the service provider after the sales is very important to retain their existing customers. In the telecommunication sector, customers seek to dissolve their network problems immediately and if not it may leads to the customer dissatisfaction. In this scenario all the telecom companies are providing their customer support executive services to their customers. Usually, the jobs in the telecom call centers are very hectic and time bounding. The executives are expected to render their best service to their customers throughout the clock which results to evoke the stress among the employees. newline