Stress Free Now in a Corporate Call Center

Not Applicable

Completed

• Conditions: Stress, Psychological
• Interventions: Behavioral: Web-based Stress Management Program (WSM); Behavioral: Group Support (WSMg1); Behavioral: Clinical Expert Support (WSMg2)

• Registration Number: NCT02087891
• Lead Sponsor: The Cleveland Clinic

Brief Summary

Psychosocial stress increases the risk for a multitude of diseases, including obesity, hypertension, and cardiovascular disease. Stress may also result in increased utilization of health care services. In the workplace, stress leads to emotional exhaustion, job dissatisfaction, lower productivity and impaired performance. Stress management programs and those based on mindfulness meditation have gained popularity in recent years. The purpose of this study is to evaluate the feasibility of an 8-week web-based mindfulness stress reduction program and its effectiveness in reducing work related stress and improving well-being in a large corporate call center.

Detailed Description

Not available

Study Timeline

• Study Start: 2011-05
• Primary Completion: 2011-09
• Study Completion: 2012-09
• Study First Submitted: 2014-02-26
• Study First Submitted QC: 2014-03-12
• Study First Posted: 2014-03-14
• Status Verified: 2022-05
• Last Update Submitted: 2022-05-06
• Last Update Posted: 2022-05-11

Recruitment & Eligibility

• Status: COMPLETED
• Sex: All
• Target Recruitment: 161

Inclusion Criteria

• Frontline employee of large corporate call center
• Internet access

Exclusion Criteria

• Manager or supervisor of large corporate call center

Study & Design

• Study Type: INTERVENTIONAL
• Study Design: PARALLEL

Arm && Interventions

Group	Intervention	Description
WSMg2	Group Support (WSMg1)	Subjects randomized to this group will receive access to WSM and group support and clinical expert support. They will attend 4 weekly support groups led by a peer non-expert facilitator and 4 weekly support groups led by a clinical psychologist.
WSMg2	Clinical Expert Support (WSMg2)	Subjects randomized to this group will receive access to WSM and group support and clinical expert support. They will attend 4 weekly support groups led by a peer non-expert facilitator and 4 weekly support groups led by a clinical psychologist.
Web-based stress management (WSM)	Web-based Stress Management Program (WSM)	Subjects randomized to this group will receive access to the WSM program to complete on their own time.
WSMg1	Web-based Stress Management Program (WSM)	Subjects randomized to this group will receive access to WSM with group support. They will meet once per week for 1 hour. Meeting will be led by one of their peers who is a non-expert facilitator.
WSMg2	Web-based Stress Management Program (WSM)	Subjects randomized to this group will receive access to WSM and group support and clinical expert support. They will attend 4 weekly support groups led by a peer non-expert facilitator and 4 weekly support groups led by a clinical psychologist.
WSMg1	Group Support (WSMg1)	Subjects randomized to this group will receive access to WSM with group support. They will meet once per week for 1 hour. Meeting will be led by one of their peers who is a non-expert facilitator.

Primary Outcome Measures

Name	Time	Method
To see whether a one-hour weekly group at work enhances amount of meditation practice.	8 weeks	Outcome measured by self-reported average amount of weekly meditation practice.
To see whether a one-hour weekly group at work improves mindfulness.	8 week	Outcome measured using Mindful Attention Awareness Scale (MASS) questionnaire.
To see whether a one-hour weekly group at work reduces stress.	8 weeks	Outcome measured using the Perceived Stress Scale (PSS10) questionnaire.
To see whether a one-hour weekly group at work decreases burnout.	8 weeks	Outcome measured using Maslach Burnout Inventory (MBI) questionnaire.
Assess whether an 8-week mindfulness stress reduction online program is effective in improving mindfulness.	8 weeks	Outcome measured using Mindful Attention Awareness Scale (MAAS) questionnaire.
Assess whether an 8-week mindfulness stress reduction online program is effective in reducing stress mindfulness.	8 weeks	Outcome measured using the Perceived Stress Scale (PSS10) questionnaire.
Assess whether an 8-week mindfulness stress reduction online program is effective in decreasing burnout mindfulness.	8 weeks	Outcome measured using the Maslach Burnout Inventory (MBI).
To see whether a one-hour weekly group at work enhances engagement.	8 weeks	Engagement assessed by measuring number of weeks participants actively accessed the intervention website.

Secondary Outcome Measures

Name	Time	Method
Assess if the program is effective at increasing emotional role functioning.	8 weeks, 16 weeks, 1 year	Outcome measured using emotional role functioning subscale of the RAND Corporation's Medical Outcomes Study Short Form-36 (SF36).
Assess if the program is effective at increasing emotional well-being.	8 weeks, 16 weeks, and 1 year	Outcome measured using emotional well-being subscale of the RAND Corporation's Medical Outcomes Study Short Form-36 (SF36).
Assess whether the program leads to an increase in work productivity.	8 weeks, 16 weeks, and 1 year	Productivity assessed using the call center composite measure of productivity computed monthly for each call service associate.
Assess if the program is effective at increasing vitality.	8 weeks, 16 weeks, 1 year	Outcome measured using vitality subscale of the RAND Corporation's Medical Outcomes Study Short Form-36 (SF36).

Trial Locations

Locations (1)

Cleveland Clinic; 🇺🇸 Cleveland, Ohio, United States