Social support as a moderating variable between stress and well-being: a descriptive study of social support among call center agents in organization X.

Abstract

This study described the relationship between stress and well-being and the moderating effect of social support between them. It aimed to 1) measure the level of job stress among selected call center agents in Org X, 2) measure the level of general well-being of call center agents in Org X, and to 3) measure the level of perceived social support received by call center agents in Org X. Survey design was employed in the study and an adapted survey questionnaire was distributed both offline and online. One hundred call center agents from Organization X were chosen using convenience sampling. The study used Social Support Theory and the Buffer Effect Model as its framework. Social Support Theory accounted for the types and role of social support in alleviating the negative impacts of stress on an individual while the Buffer Effect Model provided the process chain on how social support could be deemed as helpful for a stressed individual. The results showed that call center agents in Org X were highly-stressed. They were also suffering from stress-related problems as indicated by their low well-being status. Social support received by call center agents in Org X was observed to be high despite their low well-being status. The results indicated that there is a significant relationship between stress and well-being. Stress is inversely related to well-being; as stress levels increase, moderating effect of social support among call center agents in Org X.