Analisis Tingkat Stres Kerja terhadap Kinerja Karyawan pada Contact Center: Kajian Pustaka

  • Shahnaz Aprilia Universitas Diponegoro
  • Yuliani Setyaningsih Universitas Diponegoro
  • Endah Kumala Dewi Universitas Diponegoro
Keywords: contact centre, kinerja, stres kerja

Abstract

Stres akibat kerja merupakan hal yang sering terjadi dan menyebabkan penurunan kinerja karyawan. Stres ditempat kerja dapat diakibatkan oleh berbagai macam hal dari lingkungan fisik tempat kerja sampai hubungan dengan teman sekerja dan pelanggan. Stres yang berlebihan dapat berdampak buruk bagi tidak hanya kesehatan fisik akan tetapi berdampak pada kesehatan mental. Customer service adalah salah satu pekerjaan yang dinilai mempunyai tingkatan stres cukup tinggi. Hal tersebut dikarenakan tuntutan untuk selalu menyediakan solusi untuk masalah pelanggan dengan tampilan emosional yang baik juga. Belum lagi, pemantauan langsung oleh manajer dan evaluasi kinerja langsung melalui metrik – metrik tertentu juga membebani karyawan contact center. Penulisan literature review ini bertujuan menganalisis pengaruh tingkat stres terhadap kesehatan fisik, emosional, dan psikologis, serta dampaknya terhadap kinerja karyawan. Desain pencarian artikel dalam studi literatur ini dilakukan melalui Google Scholar, Jurnal Administrasi Kesehatan Indonesia (JAKI), dan Pubmed dengan kata kunci berupa tingkat stres, kinerja, call center, dan contact center. Berdasarkan 9 artikel yang telah dikumpulkan, stress ditempat kerja memiliki hubungan yang signifikan pada penurunan kesehatan fisik, emosional, dan psikologis sehingga diperlukan tindakan manajerial dan peraturan yang sesuai untuk mengurangi beban pada karyawan contact center, serta bantuan bagi karyawan yang membutuhkan.

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Published
2021-04-28
How to Cite
Aprilia, S., Setyaningsih, Y., & Dewi, E. (2021). Analisis Tingkat Stres Kerja terhadap Kinerja Karyawan pada Contact Center: Kajian Pustaka. Jurnal Ilmiah Permas: Jurnal Ilmiah STIKES Kendal, 11(2), 389-352. https://doi.org/https://doi.org/10.32583/pskm.v11i2.1343