Telecommuting and Its Influence on Burnout Syndrome Among Call Center Employees in Peru

Morales V.C.; Lama J.A.H.; Correa R.E.M.; Gill A.T.F.; Garces E.M.C. · Revista Cubana de Investigaciones Biomedicas (2023)

Resumen

Objective: To determine the influence of teleworking on Burnout Syndrome (BS) among employees in the Call Center sector in Chiclayo, Peru. This need arose because COVID-19 altered routines and increased stress, significantly impacting workers' health. Methods: The research implemented a non-experimental, quantitative, cross-sectional, and causal-propositive correlational design. A probabilistic sample of 183 teleworkers from a total population of 350 was selected. For data collection, a survey and a virtual questionnaire were applied. The instruments were validated by eight experts, and their reliability was obtained using Cronbach's Coefficient. Results: The most notable findings revealed that the efficiency of teleworking was classified as deficient by 3.3% of respondents, moderate by 21.3%, and efficient by 75.4%. In relation to BS, 68.3% of participants rated their level as low, 29.0% as medium, and 2.7% as high. To contrast the hypotheses, Spearman's Rho correlation coefficient was used. Conclusions: Teleworking significantly inversely influences BS among the study's Call Center sector employees. A low correlation degree of r =-0.296 was observed, with a bilateral significance level of 0.01, suggesting that an increase in teleworking efficiency may be related to a decrease in the prevalence of BS.

Instituciones: Universidad Privada Antenor Orrego; Universidad Nacional Jorge Basadre Grohmann; Universidad César Vallejo; Universidad Católica Santo Toribio de Mogrovejo