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Psychosocial risk factors in call centres: an evaluation of work design and well-being

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 a...

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Bibliographic Details
Main Authors: Sprigg, Christine A., Smith, Phoebe R., Jackson, Paul R.
Institution:ETUI-European Trade Union Institute
Format: TEXT
Language:English
Published: Sudbury 2003
HSE Books
Subjects:
call centre
glossary
job design
psychosocial risks
questionnaire survey
occupational risks
social psychology
stress
work organization
work study
working conditions
United Kingdom
Online Access:https://www.labourline.org/KENTIKA-19297645124910158279-Psychosocial-risk-factors-in-c.htm
Description
Summary: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?
Physical Description:81 p.
Digital

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