Job Demands and Burnout – The Moderating Effect of Psychological Capital amongst Call Centre Employees in Windhoek, Namibia

Abstract

The call centre industry has been growing each year. Growth in the industry puts pressure on call centre employees as the job becomes highly demanding and their tasks increase. Introducing the positive aspects of psychological capital allows for someone to better deal with the daily challenges of a highly demanding job. The relationship between job demands and psychological capital is lacking in literature as it has not been extensively studied. The paper explores the moderating effect of psychological capital on the relationship between burnout and job demand amongst a selection of call centre employees in Windhoek, Namibia. Questionnaires were distributed to call centre employees and n=156 employees participated in the study. Results showed that job demand was significantly negatively correlated to burnout (r= -1.79; p= 0.028);  Psychological Capital (PsyCap) was significantly positively related to job demands (r= 0.425; p= 0.000); psychological capital and burnout (r= 0.013; p= 0.873) did not yield a significant difference; the linear regression model yielded a significant level of F statistics (F= 2.888; df= 2; P=.046; R²=0.39.). The researchers recommend that organisations and human resource managers invest in these intangible resources in order to enhance employee coping mechanisms to counter burnout in highly demanding occupations.