Stress, energy and psychosocial conditions in different types of call centres
2010 (English)In: Work: A journal of Prevention, Assesment and rehabilitation, ISSN 1051-9815, Vol. 36, no 1, 9-25 p.Article in journal (Refereed) Published
Objective: To identify risk indicators for high stress and low mental energy as well as to describe psychosocial working conditions at different types of call centres. Participants: 1183 operators from 28 call centres in Sweden, both external and internal, with different levels of task complexity, ownership and geographical location. Method: A cross sectional questionnaire study. Results: The stress level was moderately high and the energy level fairly high. Stress levels tended to be lower and psychosocial conditions better with increasing level of task complexity. Fourteen per cent of the operators were in a state of high stress/low energy ("worn out") and 47% in high stress/high energy ("committed under pressure"). Operators in a state of low stress/high energy ("committed without pressure") were most likely to report a better health status. High stress and lack of energy was mainly associated with time pressure, low decision latitude, and lack of social and supervisor support. Conclusions: Time pressure in combination with lack of support and influence should be seen as a potential high risk situation for the development of a "worn-out" state among call centre operators. Management should make use of this knowledge in order to promote a long lasting efficient and healthy call centre work.
Place, publisher, year, edition, pages
2010. Vol. 36, no 1, 9-25 p.
Working conditions, call centre, stress, work motivation
Production Engineering, Human Work Science and Ergonomics
IdentifiersURN: urn:nbn:se:kth:diva-29474DOI: 10.3233/WOR-2010-1003ISI: 000279924600003ScopusID: 2-s2.0-77954767383OAI: oai:DiVA.org:kth-29474DiVA: diva2:395778
QC 201102082011-02-082011-02-022011-02-08Bibliographically approved