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Stress, health and wellbeing in call centre employees

Thumbnail
Author
McFarlane, Helen
Neil, Rich
Backx, Karianne
Date
2015-04-08
Acceptance date
2015
Type
Conference proceedings
Publisher
Taylor and Francis
Metadata
Show full item record
Abstract
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.
Journal/conference proceeding
Contemporary Ergonomics and Human Factors;
Citation
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.
URI
http://hdl.handle.net/10369/10808
Description
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.
Rights
http://www.rioxx.net/licenses/all-rights-reserved
Sponsorship
Cardiff Metropolitan University (Grant ID: Cardiff Metropolian (Internal))
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  • Sport Research Groups [620]

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