Indian Journal of Health Social Work
(UGC Care List Journal)
ABSTRACT
Background: The Business Process Outsourcing (BPO) industry has emerged as a critical sector
in the global economy, experiencing remarkable growth in recent decades. However, stress in
the workplace remains a pervasive issue, linked to adverse outcomes such as decreased job
satisfaction, reduced productivity, and various health problems. Despite its prevalence, limited
research has focused on understanding stress levels and coping patterns among BPO personnel
in India, particularly in Bangalore, a major BPO hub. This study aims to bridge this gap by
assessing stress and coping patterns among BPO personnel. Methods & Materials: This study
employed a cross-sectional design to investigate the stress and coping mechanisms among
employees in BPO industries in Bangalore. A sample of 50 participants, aged 20 to 35 years, was
selected using convenience sampling. Data collection involved self-administered questionnaires,
which included a socio-demographic data sheet, a work stress scale, and a coping checklist.
Results: The study revealed that a substantial proportion of respondents (38%) experience
high levels of work stress, with 50% experiencing moderate stress, and a smaller group (12%)
reporting mild stress levels. ‘Acceptance and redefinition’ emerged as the most significant coping
strategy, with a mean score of 7.52, indicating that employees primarily utilize adaptive
approaches to manage stress. This was followed by ‘positive distraction,’ with a mean score of
7.28, indicating the use of engaging activities to divert attention from stressors.
Conclusion: The findings highlight the prevalent stress levels and coping mechanisms among
BPO personnel in Bangalore. Given the significant proportion experiencing high or moderate
stress, interventions are urgently needed to mitigate these stressors. The dominance of adaptive
coping strategies underscores the importance of implementing targeted interventions and support
mechanisms to alleviate work-related stress and promote employee well-being in the BPO industry.
Future research and organizational initiatives should focus on developing comprehensive strategies
to address stressors and enhance coping resources among BPO personnel.
Keywords: Business Process Outsourcing (BPO), Stress, work stress, coping patterns.
