1st Australian International Conference on Industrial Engineering and Operations Management

Comparative Mental Workload Assessment of Work Arrangements for Call Center Agents

0 Paper Citations
Track: Undergraduate Research Competition

With the repercussions of the pandemic continuously affecting the different parts of the world, the emergence of varying work arrangements became vital for industries. Implementation of work-from-home, office-based, and a combination of both work arrangements are necessary to deal with the restrictions imposed by the government. The researchers conducted the study to compare the mental workload of the call center agents among their work arrangements. The researchers used Slovin’s Formula to calculate the sample size using a 5% margin of error. For assessing the mental workload of the Call Center Agents associated with their work arrangements, the researchers utilized the NASA Task Load Index. It is found that the mental workload of work-from-home call center agents is just high, with a mean weighted rating of 72.16 compared to the very high mental workload of call center agents working office-based and in combined work arrangements, with the mean weighted rating of 77.53 and 79.60, respectively. Furthermore, to determine if the work arrangements, types of call center agent, types of service, and work shifts of the call center agents have a certain effect on their mental workload, the researchers conducted the Analysis of Variance Tests. As a general result, no main effects and significant interaction of all the factors to the call center agents’ mental workload were found, thus, combination of all these factors are what makes the mental workload high and very high.

Published in: 1st Australian International Conference on Industrial Engineering and Operations Management, Sydney, Australia

Publisher: IEOM Society International
Date of Conference: December 21-22, 2022

ISBN: 979-8-3507-0542-3
ISSN/E-ISSN: 2169-8767