A Study to Evaluate Nature and Extent of Psychiatric Morbidity in Business Processing and Outsourcing Employees in Delhi and National Capital Region

Author(s): Anjali Nagpal1, Seikhoo Bishnoi2, Siddharth Nagpal3

Stress is commonly seen in BPO employees. A number of factors contribute to
stress in BPO employee like long working hours, pressure of work, work time,
insufficient holidays, travel time, repetitive nature of work etc. India is one of
favourable site for BPO industry because of twelve hour time difference between
India and most of USA cities. The study was done to find out nature and extent of
psychiatric morbidity in BPO employees in Delhi and NCR.
The study was done in two phases. In phase 1 GHQ12 (General Health
Questionnaire) was applied to 300 BPO employees who were selected randomly.
Those BPO employees who scored 12 or more on GHQ12 were assessed with Beck
Depression Inventory (BDI) and Beck Anxiety Inventory (BAI). Data was collected
on Microsoft excel and chi square test was used to assess association between
The data was collected and assessed using appropriate statistical methods. The
study revealed out of 300 participants 219 were males and 81 were females. Most
participants were of less than 30 age. Out of 300 participants 81 scored 12 or
more on GHQ12 scale. In phase 2, out of 81 participants 58.2 % males and 80 %
females scored 9 or more on BDI, while there was no significant difference on BAI
scores. The perceived stress was more in females compared to males.
The study revealed that stress is very common in BPO employees. Those who are
married, stay with joint family had lesser perceived stress compared to single or
those in nuclear families. Females are more prone to develop stress compared to
males. The risk of depression too was more in females (80%) compared to males.
Anxiety symptoms were more in those staying in nuclear families as compared to
those staying in joint families.