Anxiety levels of customer service representatives (CSR) in business processing outsourcing (BPO) companies in Iloilo City amidst the COVID-19 Pandemic

Abstract

This study examined the impact of Covid-19 on customer service representatives in Iloilo City. The research employed a one-shot survey design, using a quantitative approach and descriptive comparative research to measure the anxiety levels among CSRs in Business Processing Outsourcing (BPO) companies. Results showed that men experienced minimal stress compared to women, who reported mild to severe anxiety. There was no significant difference in anxiety levels between respondents working onsite and from home, though the latter showed slightly higher mean rank for potential stressors contributing to their overall anxiety. It was revealed that sex affected the level of anxiety, with women experiencing higher stress due to greater mental strain and emotional labor involved.