Stress, energy and psychosocial conditions in different types of call centres.
OBJECTIVE
To identify risk indicators for high stress and low mental energy as well as to describe psychosocial working conditions at different types of call centres.


METHODS
1183 operators from 28 call centres in Sweden, both external and internal, with different levels of task complexity, ownership and geographical location.


METHODS
A cross sectional questionnaire study.


RESULTS
The stress level was moderately high and the energy level fairly high. Stress levels tended to be lower and psychosocial conditions better with increasing level of task complexity. Fourteen per cent of the operators were in a state of high stress/low energy ("worn out") and 47% in high stress/high energy ("committed under pressure"). Operators in a state of low stress/high energy ("committed without pressure") were most likely to report a better health status. High stress and lack of energy was mainly associated with time pressure, low decision latitude, and lack of social and supervisor support.


CONCLUSIONS
Time pressure in combination with lack of support and influence should be seen as a potential high risk situation for the development of a "worn-out" state among call centre operators. Management should make use of this knowledge in order to promote a long lasting efficient and healthy call centre work.
Kjellberg
Anders
A
Department for Work and Health, National Institute for Working Life, Stockholm, Sweden. Anders.Kjellberg@hig.se
Toomingas
Allan
A
Norman
Kerstin
K
Hagman
Maud
M
Herlin
Rose-Marie
RM
Tornqvist
Ewa Wigaeus
EW
D000293:Adolescent; D000328:Adult; D000368:Aged; D002055:Burnout, Professional; D003430:Cross-Sectional Studies; D005260:Female; D006801:Humans; D007221:Industry; D007253:Information Centers; D008297:Male; D008875:Middle Aged; D009042:Motivation; D012307:Risk Factors; D012931:Social Environment; D012944:Social Support; D013315:Stress, Psychological / Q000175:diagnosis / Q000453:epidemiology* / Q000523:psychology*; D013548:Sweden / Q000453:epidemiology; D013689:Telephone; D017132:Workplace / Q000523:psychology* / Q000706:statistics & numerical data; D055815:Young Adult