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Occupational factors related to burnout among agents of a service center of a telecommunications operator in Tunisia

Published online by Cambridge University Press:  19 July 2023

Z. Athimni ,
A. Chouchen ,
H. Kalboussi ,
M. T. Haloul ,
A. Aloui ,
A. Gaddour ,
M. Bouhoula ,
M. O. Maoua ,
A. Brahem  and
O. Maalel
...Show all authors
Z. Athimni*
Affiliation:
Service de médecine du travail et de pathologies professionnelles - CHU Farhat Hached 4002 Sousse, Tunisie., Université de sousse
A. Chouchen
Affiliation:
Service de médecine du travail et de pathologies professionnelles - CHU Farhat Hached 4002 Sousse, Tunisie., Université de sousse
H. Kalboussi
Affiliation:
Service de médecine du travail et de pathologies professionnelles - CHU Farhat Hached 4002 Sousse, Tunisie., Université de sousse
M. T. Haloul
Affiliation:
Département de médecine de famille, Faculté de médecine Ibn El Jazzar, Université de Sousse, Tunisie., Sousse
A. Aloui
Affiliation:
Service de médecine du travail et de pathologies professionnelles - CHU Farhat Hached 4002 Sousse, Tunisie., Université de sousse
A. Gaddour
Affiliation:
Service de médecine du travail, Hôpital Régional Ibn El Jazzar Kairouan, Tunisie, Université de sousse, Kairouan, Tunisia
M. Bouhoula
Affiliation:
Service de médecine du travail et de pathologies professionnelles - CHU Farhat Hached 4002 Sousse, Tunisie., Université de sousse
M. O. Maoua
Affiliation:
Service de médecine du travail et de pathologies professionnelles - CHU Farhat Hached 4002 Sousse, Tunisie., Université de sousse
A. Brahem
Affiliation:
Service de médecine du travail et de pathologies professionnelles - CHU Farhat Hached 4002 Sousse, Tunisie., Université de sousse
O. Maalel
Affiliation:
Service de médecine du travail et de pathologies professionnelles - CHU Farhat Hached 4002 Sousse, Tunisie., Université de sousse
S. Chatti
Affiliation:
Service de médecine du travail et de pathologies professionnelles - CHU Farhat Hached 4002 Sousse, Tunisie., Université de sousse
I. Kacem
Affiliation:
Service de médecine du travail et de pathologies professionnelles - CHU Farhat Hached 4002 Sousse, Tunisie., Université de sousse
N. Mrizak
Affiliation:
Service de médecine du travail et de pathologies professionnelles - CHU Farhat Hached 4002 Sousse, Tunisie., Université de sousse
*
*Corresponding author.

Abstract

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Introduction

Burnout syndrome (BO), considered to be the final stage of stress, is a dynamic process resulting from the gradual loss of the employee’s ability to face psychosocial risk factors and the exhaustion of personal resources. This syndrome can affect all professional categories. It represents a major threat for the worker and has a high economic cost

Objectives

To identify the professional factor associated with BO among agents of a service center of a telecommunications operator in the governorate of Sousse in Tunisia

Methods

Cross-sectional descriptive study, conducted from February 1st, 2020 to January 31st, 2021 among agents of a service center of a telecommunications operator in the agencies of the governorate of Sousse. The collection of data was based on an anonymous self-questionnaire. The evaluation of stress was done via validated measurement instruments, namely the questionnaires of Siegrist and Karasek and the evaluation of BO by the Maslach Burnout Inventory (MBI).

Results

Ninety four actel agents were identified in our study, and 59 participants answered the questionnaire. The average age of our population was 43.93 ± 8 years. The female gender was predominant with a sex ratio of 0.48. The Karasek Job Content Questionnaire showed that 23.7% of the participants were in job strain. Furthermore, 28.3% of our total population had an imbalance between extrinsic efforts and rewards. The assessment of burnout by the Maslach Burnout Inventory showed that 64.2% of the workers were in occupational BO, and in 11.8% of these cases, BO was considered high. Our study showed that work-related organisational and environmental factors were significantly associated with BO, such as the number of customers seen per day: exceeding 50 (p = 0.048) and being a victim of verbal aggression (p = 0.038).

Conclusions

The results of this study showed that BO among agents of a service center of a telecommunications operator in Tunisia, was significantly associated with some professional factors. Therefor, in the future, it would be advisable to improve the working conditions of these agents by introducing collective and organisational preventive measures (primary prevention) and individual measures (secondary prevention) and by facilitating their professional reintegration (tertiary prevention) to avoid relapses.

Disclosure of Interest

None Declared

Type
Abstract
Information
European Psychiatry , Volume 66 , Special Issue S1: Abstracts of the 31st European Congress of Psychiatry , March 2023 , pp. S862
Creative Commons
Creative Common License - CCCreative Common License - BY
This is an Open Access article, distributed under the terms of the Creative Commons Attribution licence (https://creativecommons.org/licenses/by/4.0/), which permits unrestricted re-use, distribution, and reproduction in any medium, provided the original work is properly cited.
Copyright
© The Author(s), 2023. Published by Cambridge University Press on behalf of the European Psychiatric Association
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