title: CCall--healthy and successful work in call centres.
abstract: Call centre workplaces are in many ways a challenge to occupational health and safety. The occupation itself can be described as an IT information technology-supported, communication-intensive form of work with often unusual working hours and a high rate of part-time employment. Data on the employee turnover as well as absenteeism related to occupational disability is quite contradictory. Occupational safety and its proponents still have to find new ways into the corporate structures and cultures of this relatively new and rapidly growing branch of industry. In a 2-year research and development project, using a holistic approach and under consideration of all the relevant disciplines, call centre workplaces were studied, and organisational measures were developed and field tested by putting them into practice. Practical help was developed for a sustainable strategy for successful and healthy work in call centres.
authors.affiliation: Verwaltungs-Berufsgenossenschaft (VBG), Hamburg, Germany.
authors.forename: Alfred
authors.initials: A
authors.lastname: Benninghoven
authors.forename: Fritz
authors.initials: F
authors.lastname: Bindzius
authors.forename: Detlef
authors.initials: D
authors.lastname: Braun
authors.forename: Jutta
authors.initials: J
authors.lastname: Cramer
authors.forename: Rolf
authors.initials: R
authors.lastname: Ellegast
authors.forename: Udo
authors.initials: U
authors.lastname: Flowerday
authors.forename: Andreas
authors.initials: A
authors.lastname: Genz
authors.forename: Thomas
authors.initials: T
authors.lastname: von der Heyden
authors.forename: Wolfgang
authors.initials: W
authors.lastname: Pfeiffer
authors.forename: Dagmar
authors.initials: D
authors.lastname: Schittly
authors.forename: Ralf
authors.initials: R
authors.lastname: Schweer
authors.forename: Roger
authors.initials: R
authors.lastname: Stamm
mesh_terms: D000328:Adult; D006804:Ergonomics; D005260:Female; D005858:Germany; D006293:Health Promotion / Q000458:organization & administration; D015277:Hotlines / Q000458:organization & administration*; D006801:Humans; D007221:Industry; D007587:Job Description; D007588:Job Satisfaction; D008297:Male; D008875:Middle Aged; D016272:Occupational Health; D013315:Stress, Psychological / Q000517:prevention & control; D017132:Workplace / Q000458:organization & administration*