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RR169 - Psychosocial risk factors in call centres: An evaluation of work design and well-being

This Research Report (RR) is the third product from the Health and Safety Laboratory (HSL) Call Centre studies. In this RR, we report findings from a larger scale quantitative (questionnaire-based) study. 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?

The Research Report Series are produced in Adobe Acrobat. The use of the latest version of the software is recommended which is available at the Adobe website via the link on this page.

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Updated 2010-03-19