WORKPLACE BULLYING, SELF COPING AND PSYCHOLOGICAL WELL BEING IN CALL CENTRE AGENTS

Authors

  • Shumesa Rauf+1 1MBA Scholar, Department of Management, Comsats University Islamabad, Lahore campus Pakistan
  • Bareera Saeed+*2 2PhD, Lecturer, Department of Humanities, Comsats University Islamabad, Lahore campus Pakistan
  • Muhammad Abubakar3 3PhD Scholar, Department of Psychology, University of Sargodha (UOS)

Abstract

High stressful environments such as call centers ostensibly cause workplace bullying that could upend employees’ coping mechanisms and psychological well-being. In this study, the relationship among workplace bullying, self-coping strategies and the psychological wellbeing of call center agent is taken up for examination. It used a correlational research design, the selection of a sample of 400 employees (361 male, 39 female) aged 19 to 35 years; M = 22.62, SD 1.724; from multi call centres using purposive sampling, participants responded to standardized measures such as Workplace Bullying Scale (Anjum Ambreen et al.) Coping Strategies Scale (Chesney Margaret) and Ryff’s Psychological Well-Being Scale. The informed consent and data confidentiality were strictly followed. Descriptive statistics, reliability analysis, correlations, regression and independent samples t-test were applied to data to explore relationships and demographic variations using SPSS version 25 and we found a significant positive correlation between workplace bullying and self-coping strategies and workplace bullying with psychological wellbeing. However, no relationship was found between self-coping and psychological well-being, meaning that, the employees when not hit by the bullies do not develop any kind of coping mechanisms however they still do not feel good. Based on the research, proactive workplace interventions in preventing bullying and promoting psychological resilience for employees are required. Targeted policies to create a supportive work environment, have to be implemented by organizations to promote mental well-being and better adaptive coping mechanisms. The implications of these findings are meaningful for both policymakers themselves and mental health professionals dealing with their employees in call centres.

Keywords: workplace bullying, psychological well-being, self-coping, call centre agents, call centre, association, and correlation.

 

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Published

2025-03-23

How to Cite

Shumesa Rauf+1, Bareera Saeed+*2, & Muhammad Abubakar3. (2025). WORKPLACE BULLYING, SELF COPING AND PSYCHOLOGICAL WELL BEING IN CALL CENTRE AGENTS. `, 3(01), 1634–1646. Retrieved from https://assajournal.com/index.php/36/article/view/276

Issue

Vol. 3 No. 01 (2025): Advance Social Science Archive Journal

Section

Articles