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:
- Is working as a call handler more stressful than working in other jobs?
- Is working as a call handler equally stressful for everyone who works as one?
- What is it that makes working as a call handler stressful?
- What can be done to reduce the psychosocial risks associated with working as a call handler?
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