Catholic Psychologists on Effects Of Call-Center Industry On
Workers
India October 13 2006
Catholic psychologists in India have expressed
concern over aspects of how the information age is affecting society, focusing
attention on especially information-technology workers and their families.
Marshal Philip, a psychologist from Bangalore,
says the call-center industry, which has grown dramatically in India as
companies overseas look to take advantage of cheaper labor by outsourcing
business processing, is taking a toll on its workers. They are "not able
to cope with stress and strain of the industry" and some suffer from
"burnout," he told UCA News.
According to Gartner, an
information-technology research and consulting firm, India accounted for an
estimated 80 percent of the world´s call-center market as of August 2004.
Bangalore is recognized as India´s center of offshore outsourcing operations.
Philip was one of about 100 participants from
all over India, mostly priests and nuns who are qualified psychologists, at the
seventh national conference of Catholic psychologists, held Sept. 30-Oct. 1 in
Sreekaryam, Kerala state, about 2,800 kilometers south of New Delhi.
The 42-year-old psychologist said more and
more youths working in the call-center industry come to him for counseling.
"Although they draw huge pay and perks, mental satisfaction eludes
them," he explained, since the constant demand for performance brings them
stress. "They have everything except time," he remarked, adding that
this strains relationships with family members.
These workers typically have to undergo weeks
of intensive training in English grammar, pronunciation and idioms, after which
they are under pressure to handle hundreds of calls from users from all over
the world -- quickly, effectively and politely. Many work shifts that start
early in the morning or very late at night so user support can be maintained 24
hours a day.
"They know they should care for their
family and spend time with them, but the work pressure imprisons them in the
workplace," Philip said.
The only way to help them, according to
Philip, is to incorporate spirituality in their lives.
"Psycho-spirituality is the best tool to minimize stress and strain,"
he advised, though he maintained that spirituality is not confined to
religions. "Believe in God, be good and do good" is what instills new
vigor in these workers, he said.
Psycho-spirituality integrates a spiritual
dimension into psychological analysis.
Salesian Father Jose Parappully, a clinical
psychologist who presented a paper on Stress -- An Outcome of the
Information Age at the conference, also said the information age has
generated stress for individuals and families, leading to confrontation and
friction.
Father Jose Puthenveed, convener of the conference´s
organizing committee, told UCA News Oct. 2 that Catholic psychologists set up a
forum in 1999 for networking. The forum now has about 600 members working in
various parts of the country, and they meet every year to "understand the
latest trends in the field and share views."
This year they decided to address the
information age´s impact on society, because "only limited research"
has been done on the subject in India, Father Puthenveed told UCA News. He
added that the forum is convinced psychologists should take the lead in doing
detailed research on the topic.
According to the
retired professor of psychology, information-technology companies appear to be
concerned about job stress and psychological burnout among their employees.
Developers of a technology park in Thiruvananthapuram, just south of the conference venue,
have invited Catholic psychologists to study the impact of work conditions on
employees.
"We can offer some remedial measures for
both individuals and organizations," Father Puthenveed said.
Sister Celine Jose, another participant, told
UCA News, "The Church should evolve strategies to promote the right
approach to stabilize families" in the information age.
Father Paul Karachira, who manages a drug
rehabilitation center in Kerala, commended the Catholic psychologists for
trying to address new dynamics in society. The 70-year-old priest told UCA News
he found the conference "very encouraging and inspiring." The
discussions helped him get "a broader understanding" of the new
challenges and the role "we have to play to make this world better."
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