Designing a Personalized Stress Management System for Call Center Workers

Abstract

Call center workers are often required to suppress their emotions and perform emotional labor, which can negatively impact their mental health. Current stress management methods may not be effective for all individuals, as stress is highly individualized and may require ongoing, personalized strategies. In this paper, we propose a personalized stress management system to help call center employees recognize and relieve stress. The system includes a mechanism for quantifying stress levels at work, evidence-based interventions, and a process for reflecting on stress and setting goals for maintaining mental health. We conducted a preliminary study to understand the work context of call center employees and used the findings to inform the design of the system. Finally, we discuss the potential benefits of the system and outline future work to further develop and evaluate the system.