Quality of Life and Stress in Call Center Agents: A Study of the Mediation of the Five Facets of Mindfulness

Authors

DOI:

https://doi.org/10.30849/ripijp.v59(2025).e2038

Keywords:

Quality of Life, Psychological Stress, Mindfulness

Abstract

Call centers have become prominent in the service industry, characterized by factors triggering high employee stress. Regular mindfulness practice emerges as a strategy to promote mindfulness among workers, serving as an ally in mitigating psychological stress in the workplace context. The present study aimed to investigate the mediating role of the trait of mindfulness, including its facets, in the relationship between psychological quality of life and stress levels in call center operators. A total of 110 call center operators, aged between 19 and 51, participated in the study from a private company. The results revealed a significant indirect effect (b = -0.92 [95% BCa CI = -1.77; -0.19]), suggesting that the trait of mindfulness acts as a mediator in the relationship between psychological quality of life and stress. This finding implies that a propensity for mindfulness can play a protective role against stress. When investigating which specific facets of mindfulness exert a significant mediating effect, multiple mediation analysis indicated that the "non-judging" facet is the only trait mediating the relationship between psychological quality of life and stress. The results provide preliminary evidence highlighting the importance of mindfulness as a potential protective factor against psychological distress in the organizational environment.

Author Biographies

Raissa Ester Maia Monteiro, Universidade Federal da Paraíba, João Pessoa, Brasil.

Psychologist, PhD student in Cognitive Neuroscience and Behavior (UFPB), Master in Social Sciences (UFCG).

Joel Jonathan Carvalho Tavares, Universidade Federal da Paraíba, João Pessoa, Brasil.

Graduated in Psychology from the University Center of João Pessoa (2019) and completed a master's degree in Cognitive Neuroscience and Behavior at the Federal University of Paraíba (UFPB) (2022). Currently pursuing a doctoral degree in Cognitive Neuroscience and Behavior and undergoing specialization in Cognitive-Behavioral Therapy at Pitágoras Unopar Anhanguera University. Also serving as a researcher at the Behavioral Ecology and Psychobiology Laboratory (LECOPSI). Possesses expertise in the field of Psychology, with a focus on psychotherapy and neuropsychological assessment.

Leonardo Júnior Souza Silva, Universidade Federal da Paraíba, João Pessoa, Brasil.

Bachelor's degree in Psychology, master's and doctoral student in Cognitive Neuroscience and Behavior – UFPB, linked to the Postgraduate Program in Cognitive Neuroscience and Behavior – PPGNeC.

Cynthia Borges Luiz, Universidade Federal da Paraíba, João Pessoa, Brasil.

Psychologist, Specialist in Humanistic Psychology and Person-Centered Approach
Master's student in Cognitive Neuroscience and Behavior at UFPB.

Danilo Andrade de Meneses, Universidade Federal da Paraíba, João Pessoa, Brasil.

Postdoctoral student in Neuroscience. PhD in Cognitive Neuroscience and Behavior. Federal University of Paraíba (UFPB).

Luiz Carlos Serramo Lopez, Universidade Federal da Paraíba, João Pessoa, Brasil.

Graduated in Biology and Psychology, with a master's degree and doctorate from the Federal University of Rio de Janeiro. He is currently an adjunct professor at the Federal University of Paraíba (UFPB) where he coordinates the Behavioral Ecology and Psychobiology Laboratory. He is a contributing researcher for the "Mente Aberta" mindfulness research and extension program at Unifesp. He is an accredited advisor in the Postgraduate Program in Cognitive Neuroscience and Behavior (PPGNeC) at UFPB. He works in the area of stress psychophysiology, neurosciences and interventions based on mindfulness and self-compassion.

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Published

2025-12-26

How to Cite

Maia Monteiro, R. E., Tavares, J. J. C., Silva, L. J. S., Luiz, C. B., Meneses, D. A. de, & Lopez, L. C. S. (2025). Quality of Life and Stress in Call Center Agents: A Study of the Mediation of the Five Facets of Mindfulness. Revista Interamericana De Psicología/Interamerican Journal of Psychology, 59(1), e2038. https://doi.org/10.30849/ripijp.v59(2025).e2038

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Vol. 59 (2025): Revista Interamericana de Psicología/Interamerican Journal of Psychology

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Copyright (c) 2025 Raissa Ester Maia Monteiro, Joel Jonathan Carvalho Tavares, Leonardo Júnior Souza Silva, Cynthia Borges Luiz, Danilo Andrade de Meneses, Luiz Carlos Serramo Lopez

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