| Document ID (ISN) | 77972 |
| CIS number |
02-482 |
| ISSN - Serial title |
1250-3274 - Archives des maladies professionnelles et de médecine du travail |
| Year |
1999 |
| Convention or series no. |
|
| Author(s) |
Choffat P., Desbazelle A., Eugène G. |
| Title |
Study of workplaces which require the use of both a screen and a telephone in customer-service jobs |
| Original title |
Etude de postes de travail utilisant le couple téléphone-écran dans les services de relation-clientèle [in French] |
| Bibliographic information |
Dec. 1999, Vol.60, No.8, p.755-759. 5 ref. |
| Abstract |
This study investigated the working conditions of a total of 150 operators working in call centres of three catalogue-sales companies. Subjects were predominantly women. The tasks performed, environmental conditions, work organization and work evaluation were analysed. Findings include a high mental workload, as well as a risk that productivity targets imposed on workers goals give rise to stress. The use that supervisors and managers make of productivity-measuring tools could have important consequences on the mental health of call centre workers. |
| Descriptors (primary) |
telephone exchanges; service and sales workers; conditions of work; computer terminals |
| Descriptors (secondary) |
neuropsychic stress; work efficiency; labour-management relations; women; mental workload; mental health; job study; physical workload |
| Document type |
D - Periodical articles |
| Country / State or Province | France |
| Subject(s) |
Ergonomics and work organization
|
| Broad subject area(s) |
Stress, psychosocial factors
|
| Browse category(ies) |
Office work
Visual display terminals (VDTs)
Communications industry
|
