Assessment of Anxiety, Depression and Job Satisfaction among Call Centre Agents: Case of Safaricom Public Limited Company- Jambo Contact Centre, Kenya

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dc.contributor.authorKamore, Mirryam Wambui
dc.date.accessioned2024-07-19T08:01:56Z
dc.date.available2024-07-19T08:01:56Z
dc.date.issued2023-10
dc.descriptionMASTERS IN CLINICAL PSYCHOLOGY
dc.description.abstractCall centers like other workplaces are subject to management issues, including low staff morale, absenteeism, high staff turnover, rising operational costs, poor service quality and levels, and high levels of conflict resulting from cultural and communication gaps. The purpose of this research was to assess depression, anxiety and job satisfaction among call centre agents, a case of Safaricom Public Limited Company – Jambo contact centre. The research was intended to be of importance to call centers in Kenya, researchers and Safaricom PLC in this era whereby awareness of Mental health is taking shape. Objectives of the study were determining the prevalence of anxiety and depression, assess the levels of job satisfaction, examining the coping mechanisms to deal with anxiety and depression, and to analyze the relationship among anxiety, depression and job satisfaction at Safaricom Jambo Contact Centre. The target population were 900 agents of Jambo Contact centre and a sample size of 269 was used. Data was collected using online questionnaire and taken through an analysis process via descriptive and inferential statistics. Upon testing and analyzing for the research objectives, it was evident that both depression and anxiety symptoms were prevalent among the study participants. For instance, high cases of moderate and severe depression and anxiety were reported among female than male participants, those aged between 31-35, the married, and those with low job experience. Furthermore, the study revealed that most participants had low job satisfaction in terms of compensation, workload, and opportunities for growth. Finally, Pearson chi-square correlation revealed that an increase in both depression and anxiety levels contributed to low job satisfaction. As such, the researcher recommended interventions to promote mental wellbeing among employees such as stress-management training.
dc.description.sponsorshipSchool of Applied Human Sciences of Daystar University
dc.identifier.citationKamore, M. W., (2023). Assessment of Anxiety, Depression and Job Satisfaction among Call Centre Agents: Case of Safaricom Public Limited Company- Jambo Contact Centre, Kenya: Daystar University, School of Applied Human Sciences
dc.identifier.urihttps://repository.daystar.ac.ke/handle/123456789/4796
dc.language.isoen
dc.publisherDaystar University, School of Applied Human Sciences
dc.subjectAnxiety
dc.subjectDepression
dc.subjectJob Satisfaction
dc.subjectSafaricom Public Limited Company
dc.subjectJambo Contact Centre
dc.titleAssessment of Anxiety, Depression and Job Satisfaction among Call Centre Agents: Case of Safaricom Public Limited Company- Jambo Contact Centre, Kenya
dc.typeThesis

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