Psychosocial risk factors in call centres: an evaluation of work design and well-being
Sprigg, Christine A. ; Smith, Phoebe R. ; Jackson, Paul R.
HSE Books - Sudbury
2003
81 p.
call centre ; glossary ; job design ; psychosocial risks ; questionnaire survey ; occupational risks ; social psychology ; stress ; work organization ; work study ; working conditions
Research Report
169
Working conditions
http://www.hse.gov.uk/research/rrpdf/rr169.pdf
English
Bibliogr.;Charts
0-7176-2774-8
This Research Report includes data from 36 call centres and 1,141 call centre employees. More specifically, this report addresses four main questions:
1. Is working as a call handler more stressful than working in other jobs?
2. Is working as a call handler equally stressful for everyone who works as one?
3. What is it that makes working as a call handler stressful?
4. What can be done to reduce the psychosocial risks associated with working as a call handler?
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