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Document ID (ISN)112174
CIS number 11-0804
ISSN - Serial title 0339-6517 - Documents pour le médecin du travail
Year 2011
Convention or series no. TF 191
Author(s) Chouanière D., Boini S., Colin R.
Title Working conditions and health in call centres
Original title Conditions de travail et santé dans les centres d'appels téléphoniques [in French]
Bibliographic information 2nd quarter 2011, No.126, p.241-259. Illus. 80 ref.
Internet access TF_191.pdf [in French]
Abstract This epidemiological survey on working conditions on call centres and the state of health of phone operators was carried out by INRS. It involved more than 4000 voluntary operators who were examined by one of 40 participating occupational physicians throughout France. The aim of the survey was to identify relationships between organizational factors, occupational health constraints perceived by the operators and health markers. Fourteen organizational factors were identified as being most frequently associated with constraints. Furthermore, the study highlighted indirect relationships between organizational factors and health markers, which most often involve perceptions of constraints.
Descriptors (primary) call centres; work organization; conditions of work; state of health; stress factors
Descriptors (secondary) France; occupational medicine; questionnaire survey; industrial physicians; public OSH institutions
Document type D - Periodical articles
Subject(s) Medicine, hygiene and first aid
Commerce, services, offices
Broad subject area(s) Occupational medicine, epidemiology
Stress, psychosocial factors
Browse category(ies) Communications industry
Psychology of work organization