An Explanatory Research on Work & Family Conflict and Burnout Among Mothers Working in Call Centers in Metro Manila

Abstract

With the continuous increase of the BPO industry in the Philippines and the continuous fight of our country to promote mental health awareness and the recent proclamation of the World Health Organization that Burnout is officially an Occupational Diagnosis, this study will aim to identify the work and family conflict experienced by working mothers having an additional obligation that requires them to have an additional “job” or responsibility of not only providing for their family but also taking care and maintaining their household and their experienced level of burnout. This study aims to be able to raise awareness of how work and family would affect each other, learn about the concrete experiences of mothers with burnout, and recommend possible policies for the prevention of burnout caused by work and family conflict to happen within the workplace. Results of the study shows, similar to past literatures, that there is a strong positive correlation between work and family conflict and burnout felt by the respondents. Moreover, interviews revealed that mothers working in call centers have troubles with time management and having to deal with the pressure of fulfilling their roles which affects their well- being through experiencing health concerns, irritability, and decreased performance at work.