Stress, energy and psychosocial conditions in different types of call centres

Kjellberg, Anders, 1942- (author): Högskolan i Gävle,Byggvetenskap - tillämpad psykologi,Ctr Built Environm, Univ Gävle, Gävle, Sweden

Toomingas, Allan (author): Karolinska Institutet,Inst Environm Med, Karolinska Inst, Stockholm, Sweden

Norman, Kerstin (author): Örebro universitet,Hälsoakademin,Örebro University, Department of Public Health Sciences, Sweden

Hagman, Maud (author): Karolinska Institutet,NASP, Karolinska Inst, Stockholm, Sweden

Herlin, Rose-Marie (author): Swedish Environm Res Inst, Stockholm, Sweden,Swedish Environmental Research Institute, Sweden

Wigaeus Tornqvist, Ewa (author): KTH,Ergonomi,Royal Institute of Technology, School of Technology and Health, Sweden,Sch Technol & Hlth, Royal Inst Technol, Stockholm, Sweden

(creator_code:org_t)

Related links:: https://urn.kb.se/re...; show more...; https://doi.org/10.3...; https://urn.kb.se/re...; https://urn.kb.se/re...; http://kipublication...; show less...

Abstract Subject headings

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

MEDICIN OCH HÄLSOVETENSKAP -- Hälsovetenskap -- Folkhälsovetenskap, global hälsa, socialmedicin och epidemiologi (hsv//swe)
MEDICAL AND HEALTH SCIENCES -- Health Sciences -- Public Health, Global Health, Social Medicine and Epidemiology (hsv//eng)
TEKNIK OCH TEKNOLOGIER -- Maskinteknik -- Produktionsteknik, arbetsvetenskap och ergonomi (hsv//swe)
ENGINEERING AND TECHNOLOGY -- Mechanical Engineering -- Production Engineering, Human Work Science and Ergonomics (hsv//eng)
MEDICIN OCH HÄLSOVETENSKAP -- Hälsovetenskap -- Arbetsmedicin och miljömedicin (hsv//swe)
MEDICAL AND HEALTH SCIENCES -- Health Sciences -- Occupational Health and Environmental Health (hsv//eng)

By the author/editor: Kjellberg, Ander ...; Toomingas, Allan; Norman, Kerstin; Hagman, Maud; Herlin, Rose-Mar ...; Wigaeus Tornqvis ...

About the subject

MEDICAL AND HEALTH SCIENCES: MEDICAL AND HEAL ...; and Health Sciences; and Public Health Gl ...

ENGINEERING AND TECHNOLOGY: ENGINEERING AND ...; and Mechanical Engin ...; and Production Engin ...

MEDICAL AND HEALTH SCIENCES: MEDICAL AND HEAL ...; and Health Sciences; and Occupational Hea ...

By the university: Örebro University; Royal Institute of Technology; University of Gävle; Karolinska Institutet

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