TEMPERAMENT AND PSYCHOSOCIAL FACTORS PREDICTING BURNOUT IN CALL CENTER EMPLOYEES

Abstract

This study examined temperament styles, psychosocial issues, and burnout tendency among 188 call center employees in Lahore (94 men, 94 women; ages 18–40; 1–21 years of experience). Using the Psychosocial Issues Scale, Temperament Scale, and Burnout Tendency Scale, Pearson correlation revealed significant positive relationships among these variables. Hierarchical regression identified age, work experience, impulsive temperament, and depressive symptoms as key predictors of burnout. Gender differences were significant, with men and women differing in burnout levels, while marital status and work shifts showed no impact. One-way ANOVA indicated significant differences across age groups and experience levels on study variables. The findings highlight the need for targeted interventions in call centers to address psychosocial challenges and reduce burnout, ultimately enhancing employee well-being and productivity.