Sleep Quality of Call Handlers Employed in International Call Centers in National Capital Region of Delhi, India

JD Raja, SK Bhasin


Background: Call center sector in India is a relatively new and fast growing industry driving employment and growth in modern India today. Most international call centers in National Capital Region (NCR) of Delhi operate at odd work hours corresponding to a time suitable for
their international customers. The sleep quality of call handlers employed in these call centers is in jeopardy owing to their altered sleep schedule.

Objective: To assess the sleep quality and determine its independent predictors among call handlers employed in international call centers in NCR of Delhi.

Methods: A cross-sectional questionnaire-based study was conducted on 375 call handlers aged 18–39 years employed in international call centers in NCR of Delhi. Sleep quality was assessed using Athens Insomnia scale along with a pre-tested, structured questionnaire.

Results: The mean age of respondents was 24.6 (SD 2.4) years. 78% of participants were male. 83.5% of respondents were unmarried. 44.3% of call handlers were cigarette smokers. Physical ailments were reported by 37% call handlers. 77.6% of call handlers had some
suspicion of insomnia or suspected insomnia; the rest had no sleep problem. Smoking, poor social support, heavy workload, lack of relaxation facility at office, and prolonged travel time to office were independent predictors of sleep quality (p<0.05).

Conclusion: Call handlers have to compromise upon their sleep owing to the contemporary work settings in call centers. Safeguarding their health becomes an occupational health challenge to public health specialists.


Telephone; Telecommunications; Sleep disorders; Social support

doi: 10.15171/ijoem.2016.783

 pISSN: 2008-6520
 eISSN: 2008-6814

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