Stress and performance relationship in work life: A call center research in İzmir

Individuals are exposed to some stres sources in the family, at work and in their social environment while performing their roles that they undertook. As it has been ongoing from past to present and affects the lives of individuals to a greatextent, the concept of stress has been the subject of many researches, the causes have been investigated and different solutions have been developed. Being exposed to a long-term stres causes physical, psychological, behavior alandemotional problems in individuals, this situational so influences the organization that they are in and creates some organizational results such as performance losses, absenteeism, alienation, work-related accidents and occupational diseases. In order to minimize the individual and organizational effects of stress, some preventions have been developed and continue being developed. If the stres that affects individuals negatively can not be controlled, it also creates risks for the organization in order to reach its goals. High performance of organizations and increasing productivity are directly linked to employees' performance. Stress has an important place among many influences that affect the performance of employees. Therefore, managers have some duties to minimize the negative effects of stress. In this study, the call center of a software company based in Izmir was examined and the stress factor of the employees and how it affects the performance of the work were investigated. The study consists of four parts. In the first part, the concept of stress has been discussed and the factors causing stress, the consequences of stres and stres management have taken part in. In the second part, the concept of performance evaluation has been examined and the methods of performance evaluation, selection and timing of the methods have been explained. In the third and fourth parts, the relationship between stres and performance have been examined and the data have been collected by semi-structured interview technique within the scope of qualitative research. The findings of the interview were analyzed and a negative relationship was found between stres and performance. The rise of the stress level affects the employees negatively and decreases their performance at work.