Factors Related to Stress and Stress Management of Employees 1330 Contact Center, National Health Security Office during The Outbreak of Communicable Disease Coronavirus 2019

Abstract

      This research was survey research by cross-sectional study investigating stress management, levels of work-related stress, and factors associated with stress and stress management among employees of the 1330 Contact Center during the COVID-19 pandemic. Data was collected via questionnaires from 158 individuals between September 21st and October 13th, 2023. The tools included personal information surveys, the Suanprung Stress Test 20 (SPST-20), a questionnaire on job-related stress factors, and one on workplace stress management. Data analysis involved descriptive statistics such as frequency, percentage, mean, and standard deviation, as well as inferential statistics including Chi-square and Pearson’s Product Moment Correlation Coefficient at a significance level < 0.05.
     The study revealed that most employees at the 1330 Contact Center were female (87.3%) and aged between 22 and 29 (79.1%). The majority had 1-2 years of contact center experience (76.6%). The results indicated that the staff had limited opportunities for promotion or to become permanent employees, and the suitable work environment. In terms of emotion-focused coping, employees likely managed stress by staying calm and being prepared to face problems without panicking. For problem-focused coping, employees tended to request changes in their job roles or fields. A high level of stress was reported by 58.9% of employees, with the most significant source of stress being the fear of making mistakes at work. The study also revealed that the impact of the COVID-19 pandemic was associated with emotion-focused stress management behaviors, while gender was associated with problem-focused stress management behaviors. Ultimately, stress levels correlated with gender, age, economic status, health struggles, job characteristics, and the work environment.