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Document ID (ISN)77699
CIS number 01-1856
ISSN - Serial title 1430-0400 - Computer Fachwissen für Betriebs- und Personalräte
Year 2000
Convention or series no.
Author(s) Scherrer K.
Title Stress and strain in the call centre
Original title Belastung und Beanspruchung im Call-Center [in German]
Bibliographic information May 2000, Vol.9, No.5, p.4-11. Illus. 2 ref.
Abstract The results of interviews and questionnaire surveys conducted in call centres in Germany are summarized. Employees in call centres spend long hours at visual display units while answering customer queries on the phone. Noise levels above 55dB(A), low humidity and inadequate furniture were observed at these workplaces. In interviews, managers of these units reported the following stress factors: simultaneous communication with many clients, uncertainty with regard to the callers' needs and handling complaints. The employees mainly reported constant time pressures, lack of recognition and frequently having to cope with new software. Evaluations of the results of questionnaire surveys on the neuropsychic stress among workers in call centres yielded lower stress scores for varied and demanding work than for monotonous work with low decision latitude.
Descriptors (primary) telephone exchanges; stress factors; conditions of work; computer terminals
Descriptors (secondary) neuropsychic stress; office work; mental stress; stress evaluation; questionnaire survey
Document type D - Periodical articles
Country / State or ProvinceGermany
Subject(s) Commerce, services, offices
Broad subject area(s) Stress, psychosocial factors
Browse category(ies) Mental stress and burnout
Communications industry
Office work
Visual display terminals (VDTs)