Call Centre Job: Is Work Stress and Work-Life Balance a Challenge?

The research presented in this book aims to extend the boundaries of knowledge in organisational behaviour by providing insights into job stress and work-life balance (WLB) views of call centre employees in Nigeria where literature seems non-existent. A review of literature reveals a significant number of research and theoretical contributions on call centre stress existing in advanced countries such as United States Australia United Kingdom and other European countries as well as emerging markets in Asian countries such as India Pakistan and China. However the current study shifts a reader’s attention to call centre working conditions in one of the most populous country in Africa- Nigeria. The nation is recognised as one of the major markets for mobile phone services popularly known as Global System for Mobile (GSM) telecommunications. Thus this research attempts to empirically contextualise occupational stress and WLB realities from a Nigerian perspective. Notably both concepts- work stress and WLB have been well researched in isolation while no comprehensive and detailed study exists that examines both concepts interactively as reported in this book.