Study of the Link between Personality Disorders and Burnout in Moroccan Call Center Agents

Abstract

Background: Burnout is a syndrome that can affect all social categories including those who practice in call
centers. This job requires many efforts depending on the activity undertaken. Our job is to develop a Burnout
profile and look for its correlation that might exist with personality disorders.
Materials and Method: The study conducted in the call centers of Rabat over a period of two months. It
concerned 127 tele-counselors, including 97 women (76.4%) and 30 men (23.6%). two assessment tests
were chosen burnout and PDQ-4+.
Results: The average age of the respondents was 27.20 ± 6.9 years (minimum age = 20 years and maximum
age = 48 years. The results show that the prevalence of pathological individuals with high emotional
exhaustion, high depersonalization and low performance is 8.66% (n = 11). A strong bond associates people
in exhaustion and having a schizoid personality, negativist, depressive, antisocial and histrionic.
Conclusion: Faced with this urgent situation, the responsible authorities must redouble their efforts to
identify this scourge and to look for major risk factors.