|Document ID (ISN)||77972|
|ISSN - Serial title
||1250-3274 - Archives des maladies professionnelles et de médecine du travail
|Convention or series no.
||Choffat P., Desbazelle A., Eugène G.
||Study of workplaces which require the use of both a screen and a telephone in customer-service jobs
||Etude de postes de travail utilisant le couple téléphone-écran dans les services de relation-clientèle [in French]|
||Dec. 1999, Vol.60, No.8, p.755-759. 5 ref.
||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.
||telephone exchanges; service and sales workers; conditions of work; computer terminals
||neuropsychic stress; work efficiency; labour-management relations; women; mental workload; mental health; job study; physical workload
||D - Periodical articles
|Country / State or Province||France|
||Ergonomics and work organization
|Broad subject area(s)
||Stress, psychosocial factors
Visual display terminals (VDTs)