This is a preview. To continue reading, register for free access now. Register now or Log in

Hanging on the telephone

New research by the Health and Safety Laboratory (HSL) has found that stress levels among frontline call handlers in UK call centres are significantly higher than among benchmark groups in other occupations.


Key points

The main psychosocial risk factors among frontline call handlers include:

  • job-related depression - strongly associated with excessive pace of work, low skill utilisation and role conflict;

  •  
    • general mental strain - associated with high workload, high role conflict, low skill utilisation and lack of task variety; and

  • poorer wellbeing associated with monotonous scripting and constant performance monitoring.