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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 ProvinceFrance
Subject(s) Ergonomics and work organization
Broad subject area(s) Stress, psychosocial factors
Browse category(ies) Office work
Visual display terminals (VDTs)
Communications industry