A Hybrid Framework for Work Stress Management in BPOs Using Cognitive-Behavioral and Organizational Interventions

The Business Process Outsourcing (BPO) industry
has a lot of work to do, shifts that don't always happen at the same time, and performance pressures, all of which make
workers very stressed. If you don't know how to deal with stress, it can hurt your mental health, your work, and your employees' turnover. There are many ways to deal with stress, but most business process outsourcing (BPO) companies don't have a single system that combines psychological and organizational approaches that are specific to the changing nature of the industry. We need a complete answer that includes both data- driven and human-centered methods in order to deal with stress in a proactive way. The goal of this study is to suggest a mixed stress management model that uses cognitive behavioral therapy
(CBT) digital interventions, regular wellness checks of the
organization, and AI-driven sentiment analysis of employee
feedback. A controlled trial that lasted for twelve weeks included one hundred workers from three medium-sized BPOs. The participants were put into four groups: the Control group, the Organizational-only group, the CBT-only group, and the Hybrid Model group. We checked stress levels every week with the Perceived Stress Scale (PSS) and used an AI model that was trained on feedback and HR data to see how well the system was working. The Natural Language Toolkit (NLTK) for Python was used to do the sentiment analysis. The hybrid model worked better than the others and brought PSS scores down by 34%. The control group saw a 5% drop, the organizational-only group saw a 19% drop, and the CBT-only group saw a 22% drop. Sentiment analysis showed that the emotional tone had improved a lot and the stress levels had gone down. Surveys of employees showed that the feeling of well-being at work rose by 40%.