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APPENDIX

OCCUPATIONAL STRESS INDEX

This questionnaire is meant for psychological investigation. The questionnaire consistsof some statements that employees say or feel about various components and conditions oftheir job. You are required to select any one of the following ‘five’ responses to indicate theextent to which you agree or disagree with each statement.

Give your responses frankly. Your responses will be kept strictly confidential.

Demographic information

1. Name of the employee :

2. Name of the organization :

3. Designation :

4. Sex : Male/Female

5. Age (appx.) :

6. Qualification : UG/PG/others………….

7. Marital status : Married/unmarried

8. Number of Yrs. experience in call centre industry :

9. Number of Yrs. Experience in present organization :

10. Type of service : Inbound/outbound

11. Place of client : US/UK/Others………….

12. Average number of calls you make/receive in shift :

13. Average number of working hrs. in a day :

14. Primary work function of call centre : Service only /Sales/ Service &Sales/Tech.services/ Collection

15. Primary industry served by call centre : Banking/Telecommunications/

Utilities/Health care/leisure/others.

1 – Strongly disagree 2 – Disagree 3 – Undecided 4 – Agree 5 – Strongly agree

1 I have to do a lot of work in this job 5 4 3 2 1

2 The available information’s relating to my job-role and its outcomes are vague and insufficient

5 4 3 2 1

3 My different officers often give contradictory instructionsregarding my works

5 4 3 2 1

4 Sometimes it becomes complied problem for me to makeadjustment between political/group pressures and formarules and instructions.

5 4 3 2 1

5 The responsibility for the efficiency and productivity of manyemployees is thrust upon me

5 4 3 2 1

6 Most of my suggestions are heeded and implemented here. 5 4 3 2 1

7 My decisions and instruction concerning distribution ofassignments among employees are properly followed.

5 4 3 2 1

8 I have to work with persons whom I like 5 4 3 2 1

9 My assignments are of monotonous nature 5 4 3 2 1

10 Higher authorities do care for my self respect. 5 4 3 2 1

11 I get less salary in comparison to the quantum of mylabour/work

5 4 3 2 1

12 I do my work under tense circumstances. 5 4 3 2 1

13 Owing to excessive work load I have to manage withinsufficient number of employees and resources.

5 4 3 2 1

14 The objectives of my work – role are quite clear andadequately planned.

5 4 3 2 1

15 Officials do not interfere with my jurisdiction and workingmethods

5 4 3 2 1

16 I have to do some work unwillingly owing to certaingroup/political pressure

5 4 3 2 1

17 I am responsible for the future of a number of employees. 5 4 3 2 1

18 My co-operation is frequently sought in solving theadministrative or industrial problems at higher level.

5 4 3 2 1

19 My suggestions regarding the training programmes of theemployees are given due significance

5 4 3 2 1

20 Some of my colleagues and subordinates try to defame andmalign me as unsuccessful.

5 4 3 2 1

21 I get ample opportunity to utilize my abilities and experienceindependently.

5 4 3 2 1

22 This job has enhanced my social statues 5 4 3 2 1

23 I am seldom rewarded for my hard labour and efficientperformance.

5 4 3 2 1

24 Some of my assignments are quite risky and complicated. 5 4 3 2 1

25 I have to dispose off my work hurriedly owing to excessivework load.

5 4 3 2 1

26 I am unable to perform my duties smoothly owing touncertainty and ambiguity of the scope of my jurisdiction andauthorities

5 4 3 2 1

27 I am not provided with clear instructions and sufficientfacilities regarding the new assignments trusted to me.

5 4 3 2 1

28 In order to maintain group-confirmity some times I have todo/produce more than the usual.

5 4 3 2 1

29 I bear the great responsibility for the progress and prosperityof this organization

5 4 3 2 1

30 My opinions are sought in framing important policies of theorganization/department

5 4 3 2 1

31 Our interests and opinion are duly considered in makingappointments for important posts.

5 4 3 2 1

32 My colleagues do co-operate with me voluntarily in solvingadministrative and industrial problems.

5 4 3 2 1

33 I get ample opportunity to develop my aptitude andproficiency properly.

5 4 3 2 1

34 My higher authorities do not give due significance to my postand work.

5 4 3 2 1

35 I often feel that this job has made my life cumbersome. 5 4 3 2 1

36 Being too busy with official work I am not able to devotesufficient time to my domestic and personal problems.

5 4 3 2 1

37 It is not clear that what type of work and behaviour my higherauthorities and colleagues expect from me

5 4 3 2 1

38 Employees attach due importance to the official instructionsand formal working procedures.

5 4 3 2 1

39 I am compelled to violate the formal and administrativeprocedures and policies owing to group/political pressures.

5 4 3 2 1

40 My opinion is sought in changing or modifying the workingsystem, instrument and conditions

5 4 3 2 1

41 There exists sufficient mutual co-operation and team-spiritamong the employees of this organization/department

5 4 3 2 1

42 My suggestions and co-operation are not sought in solvingeven those problems for which I am quite competent.

5 4 3 2 1

43 Working conditions are satisfactory here from the point ofview of our welfare and convenience

5 4 3 2 1

44 I have to do such work as ought to be done by others 5 4 3 2 1

45 It becomes difficult to implement all of a sudden the newdealing procedures and policies in place of those already inpractice.

5 4 3 2 1

46 I am unable to carry out my assignment to my satisfaction onaccount of excessive load of work and lack of time

5 4 3 2 1

Following are some questions about the organization for which you work circle one number perstatement using the following scale:

1= Agree 2= Tend to agree 3=Neutral 4= Tend to disagree 5=Disagree

1. I often think about quitting because of stress in my

current job 1 2 3 4 5

2. It is very likely that I will actively look

for a new job in the next year due to stress in my current job 1 2 3 4 5

3. I will leave the call centre job in the next year due to stress 1 2 3 4 5