241

QUESTIONNAIRE
STRESS AMONG THE WOMEN EMPLOYEES
IN BPO CENTRES IN TAMILNADU

1. Name and Address :

2. Age :

Below 25  25 – 30

31 – 35 36 – 40

41 – 45 Above 45

3 Marital Status :

Married Unmarried 

Widow Separated

Divorced

4 Type of family :

Joint Nuclear 

5. Housing :

Rental Owned 

Quarters

6. Family Size :

Up to 4 Above 4 

7. Number of Dependents :

Up to 3 Above 3
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8. Educational Qualification :

HSC Graduates

Post-Graduate  Professional Degree 

Diploma Degree Others

9. Religion :

Hindu  Muslim

Christian Others

10. Salary (P.M.) :

Below 15,000 Rs.15,000 – 20,000 

Rs.20,000 – 25,000 Rs.25,000 – 30,000

Above Rs.30,000

11. Experience :

Up to 5 years  5 years to 10 years

10 years to 15 years Above 15 years

12. Status of your spouse (Applicable married women)

Employed Unemployed

House husband

13. Distance from Residence to work place in (kilometres)

Below 10 Above 10 

14. Transport

Own Employer’s Transport

Public 

15. Working hours shift _____DAY & NIGHT______ Timing ___

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16. Factors influencing level of stress among the women employees.

(SA-Strongly Agree; A-Agree; NO-No Opinion; D-Disagree; SD-Strongly

Disagree)

Sl.No. Work Environment SA A NO D SD

1 The lighting and ventilation facility 
provided by the call centre is inadequate
2 The call centre is not hygienic and free 
from environmental pollution
3 The furniture provided by the call centre 
is uncomfortable
4 The drinking water provided by the call 
centre insufficient and impure
5 Break time provided by the call centre 
inadequate
6 Working hours and shifts are not  
properly planned
7 Toilet facilities are inadequate 

Inter Personal Relationship

1 People in the call centre are not helpful

to each other
2 Call centres maintain a no cordial

employer and employee relationship
3 The top management are not taking all

efforts for the development of the
employees
4 Free flow of communication does not

exists in this organization
5 Juniors do not utilize the opportunities
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for development when seniors delegate

any work

6 The call centre are do not recognize the


good work done by the employees
7 In call centre seniors do not maintain 
good subordinate relationship

Stress at Work
1 The opportunities provided by the call 
centre are inadequate to enrich the
knowledge and job skills of employees
2 Performance appraisal technique adopted 
by the call centre are not reasonable
3 The call centre does not provides 
opportunities to excel in their creative
ideas
4 The training programme offered by the 
call centre are not useful
5 Career opportunities are not good 

6 The promotion policy adopted by the call 

centre is not fair

7 The target fixed by the call centre is not 

reasonable and cannot be attained.
Stress on Monetary Benefits
1 The scale of pay fixed is not based up on 
the qualifications and experience
2 The salary paid by the call centre is not 
par with the industry
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3 Overtime payment provided by the call

centre is not sufficient
4 Medical benefits offered by the call 
centre are insufficient
5 Group medi-claim insurance scheme 
provided by the call centre is not
sufficient
6 With regard to post retirement benefits 
like pension gratuity I rate my job as not
good.
7 The fringe benefits provided by the Call 
centre is inadequate
Physical stress
1 Continues working in system leads to  
eye-sight problem, headache, body ache,
hair less and the like
2 Uncomfortable furniture creates back  
pain
3 Working in night shifts is very 
inconvenient
4 Frequently attending calls creates ear
problem
5 Stress in work leads to illness and 
absenteeism
6 Continuously working in keyboard 
causes limb pain
7 Tight a work loaded leads to switch over 
from the job
8 Working in call centers leads to 
disturbance in family life
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9 Working in call centre leads to disturbed 

sleep
10 Working in call centre leads to short 
temperedness
11 Working in call centre leads to fatigue 

12 Working in call centre leads to tiredness 

13 Working in call centre leads to less self- 

confidence
14 Working in call centre isolatition 

15 Working in call centre leads to disturbed 

personal life
16 Working in call centre leads to mental 
stress
Job stress
1 Working in call centre leads to Role 
Conflict
2 Working in call centre leads to over load 
work

3 Continues working in call centres leads 

to lack group cohesiveness
4 Working in call centre leads to lack of 
supervisory support
5 Working in call centre leads to job 
requirements capacity mismatch
6 Working in call centre leads to constrains 
of changes rules and regulation
7 Working in call centre leads to the job 
bears a element of risk
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8 Working in call centre leads to Role 

ambiguity
Psychological stress
1 Working in call centre leads to lack of 
concentration
2 Working in call centre leads loss of 
memory
3 Working in call centre leads to anger and 
depression
4 Working in call centre leads to mood 
change
5 Working in call centre leads to high 
tension, frustration and irritation
6 Working in call centre leads to 
disappointments
7 Working in call centre leads to time 
pressures.
Organizational stress
1 Working in call centre leads to no cordial 
relationship with co-workers
2 Working in call centre leads to an 
unsupportive supervision
3 Working in call centre leads to lack of 
consultation and communication
4 Working in call centre leads to too much 
of interference with employees private
social or family life
5 Working in call centre leads to poor 
working conditions
6 Working in call centre leads to the 
organizational ensures no job security
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7 Working in call centre leads to low 

motivation at work
8 The nature of job is monotonous 

17. Opinions of the women employees

about the services rendered by the call
center
1 Adequate freedom is assured to do my 
job efficiently
2 I attain a sense of competence in this job 
3 Present place of posting is very 
convenient to meet my family members
4 This job offers scope for interaction with 
the public
5 My bosses and colleague ensure full 
cooperation in performing my job
6 My colleagues are happy in my job 
7 There is recognition for my good work 
8 The nature of job to do is interesting 
9 I am proud to work in the call centre 
10 My job helps to improve the standard of 
living of my family
11 I am satisfied with my job 
12 I love to come to my job every day 
13 This job enhances my social status 
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18. What are the problems faced by the women employees working BPO call centers?

(Rank the following)

1. No time to spend with the family/ friends.

2. Health hazard
3. No times to participate in Social functions
4. Inadequate leisure time read news paper, magazines and TV programs etc.
5. Restless
6. Bad temperament
7. Depression
8. Delayed Marriage

19. What are the suggestions to reduce the stress? (Please give)
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APPENDIX-B
GARRETS RANKING TABLE
Per cent Score Per cent Score Per cent Score
0.09 99 20.93 66 80.61 33
0.20 98 22.32 65 81.99 32
0.32 97 23.88 64 83.31 31
0.45 96 25.48 63 84.56 30
0.61 95 27.15 62 85.75 29
0.78 94 28.86 61 86.89 28
0.97 93 30.61 60 87.96 27
1.18 92 32.42 59 88.97 26
1.42 91 34.25 58 89.94 25
1.68 90 36.15 57 90.83 24
1.96 89 38.06 56 93.67 23
2.28 88 40.01 55 92.45 22
2.63 87 41.97 54 93.19 21
3.01 86 43.97 53 93.86 20
3.43 85 45.97 52 94.49 19
3.89 84 47.98 51 95.08 18
4.38 83 50.00 50 95.62 17
4.92 82 52.02 49 96.11 16
5.51 81 54.03 48 96.57 15
6.14 80 56.03 47 96.99 14
6.81 79 58.03 46 97.37 13
7.55 78 59.99 45 97.72 12
8.33 77 61.94 44 98.04 11
9.17 76 63.85 43 98.32 10
10.16 75 65.75 42 98.58 9
11.03 74 67.48 41 98.82 8
12.04 73 69.39 40 99.03 7
13.11 72 71.14 39 99.22 6
14.25 71 72.85 38 99.39 5
15.44 70 74.52 37 99.55 4
16.69 69 76.12 36 99.68 3
18.01 68 77.68 35 99.80 2
19.39 67 79.12 34 99.91 1
100.00 0

Source: Henry. E. Garrets, Statistics in Psychology and Education, Feffer and Simans
Private Limited, 1969. P.329.