Studies indicate that eight out of 10 employers fail to manage work-related stress. Health and safety executives identify six factors that contribute to workplace stress as: demands of the job, control over work, support from colleagues and management, working relationships, clarity of role, and organizational change (Management Services, 2004). The assessment of value of workplace stress will indicate the strength and the weakness of the organization. This paper analyses the various factors that cause stress and to what degree. The paper also suggests measures in the form of training to enable organizations and individuals to manage stress at workplaces in general and IT call centers in particular. The paper is based on a study carried out in respect of a few selected IT call centers.

Stress rarely occurs in isolation or to one individual. When someone begins to feel stressed, there is a ripple effect spreading out from him. Stress is likely to create problems within the business which will have the direct or indirect effect on the bottom line. The most obvious impact can be loss of business, may be because of poor service, or poor quality. The operating costs certainly rise, because of lower productivity, incorrect or redone work and mistakes. The employer needs to pay attention on stress factors at the workplace (Yemm and Graham, 2007). When an employee of the organization experiences depression, both at home and at office, it will affect the human relationships with co-workers, work productivity and personal health (Williams, 2007). Balancing of work and life through time management is highly essential to reduce stress (Leslie, 2007).

Today, business is built around human capital which plays a vital role in the business field including information technology, biotechnology, manufacturing and various service sectors. It may be noted that in addition to cost and benefit earnings, stress is an additional burden for humanity. Moral distress affects work performance of the staff (Broadmore and Ian, 2006). A good work-life balance is important. The gap between work-life balance leads to greater pressure and stress (Hanna and Romana, 2007). Stress management programs will help in reducing stress and create job effectiveness in service based industries.

Stress Management, IT Call Centers, Work-related stress, Stress management programs, Information technology, Biotechnology, Work productivity, Data collection, Statistical analysis, Excessive monitoring, Business operational stress.