Stress, health and wellbeing in call centre employees
Taylor and Francis
MetadataShow full item record
Call centre staff are at risk of stress, poor psychological wellbeing and physical health problems. The current research, comprising four studies, assesses wellbeing in a call centre in more depth than has previously been attempted. Study 1 is a longitudinal study of psychological wellbeing. Study 2 investigates health outcomes. Study 3 is a qualitative study of wellbeing and Study 4 reviews staff support services. Results show that one in three employees experiences high work stress. High rates of depression, anxiety and obesity and low levels of physical activity were also identified. This reinforces previous research findings suggesting that poor health and wellbeing in call centres is a cause for concern. Future publications will report further findings from the four studies.
Contemporary Ergonomics and Human Factors;
McFarlane H., Neil R., Backx K. (2015) 'Stress, health and wellbeing in call centre employees', Contemporary Ergonomics and Human Factors, Daventry, Northamptonshire, UK, 13-16 April 2015.
Proceedings from Contemporary Ergonomics and Human Factors 2015: Proceedings of the International Conference on Ergonomics & Human Factors 2015, Daventry, Northamptonshire, UK, 13-16 April 2015.
Cardiff Metropolitan University (Grant ID: Cardiff Metropolian (Internal))
- Sport Research Groups 
Showing items related by title, author, subject and abstract.
Health and Wellbeing in Higher Education: A Comparison of Music and Sport Students Through the Framework of Self Determination Theory Alessandria, Elena; Rose, Dawn; Wasley, David (Frontiers Media, 2020-10-28)Students in Higher Education report high levels of mental health issues and psychological distress. Paradoxical findings on performance-orientated students, such as athletes and musicians, suggest that the demands of ...
Understanding well-being outcomes in primary care arts on referral interventions: a mixed method study Hughes, Samantha; Crone, Diane; Sumner, Rachel; Redmond, Mark (Buckingham University Press, 2019-09-01)Background: Arts on Prescription programmes are designed to support mental health and well-being of patients with a variety of clinical needs within the community. Despite a number of studies reporting benefits, there are ...
“Learning wellness”: A case study of a wellbeing initiative through the lens of organisational learning Manalang, Rameses (Cardiff Metropolitan University, 2019)Research and practice on wellbeing programmes have been growing and evolving over the years. Nevertheless, the challenges in designing, implementing and sustaining these initiatives in organisations are also predominant ...