Cause-and-effect relationship

of sleep and cortisol with the

call center agent life style
by JM PUNZALAN &
ALFRED TI
Background
OF THE STUDY
Call Center Agents
Call Center Agents
Call Center Agents

Lack of sleep Smoking Drinking

Hypothalamic-pituitary-axis (HPA)
•  Sleep and Stress; Melatonin and Cortisol

•  Internal and External Factors

•  Misalignment = Adverse effects

Hypothalamic-pituitary-axis (HPA)
1)  Hypothalamus’ Paraventricular Nucleus (PVN) --releases--> Corticotropin-
releasing hormone (CRH)

2)  CRH --activates--> Anterior pituitary --releases--> Adrenocorticotropic hormone

(ACTH)

3)  ACTH --activates--> adrenal gland --produce+release--> cortisol

4)  CRH --activate--> Pons’ locus coeruleus (LC) --produce+release--> norepinephrine (NE) -->
PVN stimulation --> CRH release

5)  CRH --activate--> amygdala

Hypothalamic-pituitary-axis (HPA)
•  Cortisol --feedback inhibition --decrease synthesis and release-->
CRH (PVN) + ACTH (Anterior pituitary)
•  Negative feedback brainstem receptors

•  Norepinephrine (NE) (Pons) ; excitatory

•  Glutamate ; excitatory

•  Gamma-Aminobutyric acid (GABA) ; less PVN activity

Hypothalamic-pituitary-axis (HPA)
Sleep Physiology
•  Light sleep
–  Stage 1 : 5-10 min duration : transition
–  Stage 2 : 20 min duration : drop of heart rate
and temperature
Sleep Physiology
•  Slow-wave sleep / Deep sleep
–  Stage 3 : Tissue repair, immunity boost
–  Stage 4 : 30 min duration ; 3-2-5-2
Sleep Physiology
•  Rapid Eye Movement (REM) sleep
–  Stage 5: 10++ minute duration: every 90
minutes: : Dreaming : Increased respiration, brain
activity
–  90-110 minutes per cycle
–  60 minutes x 8 hours = 480/90 = ± 5 cycles

–  2- 3 hours after sleep: cortisol begins to rise, peaks

in the morning, decreases through the day
Sleep Physiology
Stress
•  Activation of Glucocorticoid receptors (GRs)
for Cortisol
•  Release of Norepinephrine
•  Resulting increase of CRH (PVN)
•  More CRH ; More Cortisol ; decrease short-
wave sleep ; increase frequent waking + light
sleep
Objectives
OF THE STUDY
GENERAL Objective
The general objective of this research is to
improve the performance and efficiency of
call center agents the study of the effect of
sleep on cortisol levels.
SPECIFIC Objectives
•  To compare sleep quality and quantity of call center
agents in day and night shifts through sleep diaries

•  To compare the cortisol levels of call center agents

in day and night shifts

•  To determine difference in performance, moods,

and other factors between day and night shifts
SCOPE &
LIMITATIONS
Scope & Limitations
• 200 persons
• Male and Female
• No sleep, life-threatening or stress
disorders
Scope & Limitations
•  Sleep Quantity and •  Mood
Quality •  Food intake
•  Sleep Schedule •  Exercise
Adaptation •  Nicotine
•  Naps •  Alcohol
METHODOLOGY
Methodology
•  2 sampling batches
–  Night shift
–  Morning shift
•  Sleep Diaries + Reminder system
•  Sample taken 2 weeks into the shift
Methodology
•  Analysis
–  paired T-test
–  Regression
Budget Proposal

Component Cost

Cortisol Testing 90,000

Data Analysis 3,000

Total 93,000