title: Stress, energy and psychosocial conditions in different types of call centres.
abstract: 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.
authors.affiliation: Department for Work and Health, National Institute for Working Life, Stockholm, Sweden. Anders.Kjellberg@hig.se
authors.forename: Anders
authors.initials: A
authors.lastname: Kjellberg
authors.forename: Allan
authors.initials: A
authors.lastname: Toomingas
authors.forename: Kerstin
authors.initials: K
authors.lastname: Norman
authors.forename: Maud
authors.initials: M
authors.lastname: Hagman
authors.forename: Rose-Marie
authors.initials: RM
authors.lastname: Herlin
authors.forename: Ewa Wigaeus
authors.initials: EW
authors.lastname: Tornqvist
mesh_terms: 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