Evaluación de factores psicológicos en el desarrollo del Síndrome del Burnout en agentes de call centers (centros de llamadas) privados en Costa Rica
Year: 2025
Type: article
Study design: Observational Study
Abstract: Burnout Syndrome (occupational burnout syndrome) comprises three dimensions: emotional exhaustion, depersonalization, and low personal accomplishment. This research aims to determine the psychosocial factors that can lead to Burnout Syndrome in private call center agents in Costa Rica. A quantitative approach was used with a non-experimental, cross-sectional design and a correlational-descriptive scope. The sample consisted of 156 workers recruited through social media, and two measurement tools were used: the Maslach Burnout Inventory (MBI) and the Psychosocial Work Environment Scale (PWES). The findings reveal high levels of emotional exhaustion (85.9%) and cynicism (93.6%), with a negative relationship between emotional exhaustion and job content. Additionally, it was observed that women experience higher emotional exhaustion compared to men. The research concludes that work experience and educational training can mitigate the effects of burnout, highlighting the relevance of interpersonal relationships and job content as determining factors.
Source: PsicoInnova
DOI: 10.54376/pa9rf640
Author: Celeste Huapaya Monge
Institutions: Universidad Iberoamericana, Iberoamerican University
Language: English
Topic: Stress and Burnout Research
Subfield: Social Psychology
Field: Psychology
Domain: Social Sciences
Open Access status: hybrid
OpenAlex ID: W4408902304