Stress, health and wellbeing in call centre employees

Helen McFarlane; Rich Neil; Karianne Backx

Stress, health and wellbeing in call centre employees

Helen McFarlane
, Rich Neil
, Karianne Backx

Cardiff Metropolitan University

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

Abstract

Call centre staff are at risk of stress, poor psychological wellbeing and physical health problems. The current research, comprising four studies, assesses wellbeing in a call centre in more depth than has previously been attempted. Study 1 is a longitudinal study of psychological wellbeing. Study 2 investigates health outcomes. Study 3 is a qualitative study of wellbeing and Study 4 reviews staff support services. Results show that one in three employees experiences high work stress. High rates of depression, anxiety and obesity and low levels of physical activity were also identified. This reinforces previous research findings suggesting that poor health and wellbeing in call centres is a cause for concern. Future publications will report further findings from the four studies.

Original language	English
Title of host publication	Contemporary Ergonomics and Human Factors 2015
Editors	Patrick Waterson, Sarah Sharples, Steven Shorrock
Publisher	CRC Press/Balkema
Pages	399-406
Number of pages	8
ISBN (Electronic)	9781138028036
Publication status	Published - 2015
Event	International Conference on Ergonomics and Human Factors, 2015 - Daventry, United Kingdom Duration: 13 Apr 2015 → 16 Apr 2015

Publication series

Name	Contemporary Ergonomics and Human Factors 2015

Conference

Conference	International Conference on Ergonomics and Human Factors, 2015
Country/Territory	United Kingdom
City	Daventry
Period	13/04/15 → 16/04/15

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 3 Good Health and Well-being

Cite this

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title = "Stress, health and wellbeing in call centre employees",

abstract = "Call centre staff are at risk of stress, poor psychological wellbeing and physical health problems. The current research, comprising four studies, assesses wellbeing in a call centre in more depth than has previously been attempted. Study 1 is a longitudinal study of psychological wellbeing. Study 2 investigates health outcomes. Study 3 is a qualitative study of wellbeing and Study 4 reviews staff support services. Results show that one in three employees experiences high work stress. High rates of depression, anxiety and obesity and low levels of physical activity were also identified. This reinforces previous research findings suggesting that poor health and wellbeing in call centres is a cause for concern. Future publications will report further findings from the four studies.",

author = "Helen McFarlane and Rich Neil and Karianne Backx",

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language = "English",

series = "Contemporary Ergonomics and Human Factors 2015",

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Stress, health and wellbeing in call centre employees. / McFarlane, Helen; Neil, Rich; Backx, Karianne.
Contemporary Ergonomics and Human Factors 2015. ed. / Patrick Waterson; Sarah Sharples; Steven Shorrock. CRC Press/Balkema, 2015. p. 399-406 (Contemporary Ergonomics and Human Factors 2015).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - Stress, health and wellbeing in call centre employees

AU - McFarlane, Helen

AU - Neil, Rich

AU - Backx, Karianne

PY - 2015

Y1 - 2015

N2 - Call centre staff are at risk of stress, poor psychological wellbeing and physical health problems. The current research, comprising four studies, assesses wellbeing in a call centre in more depth than has previously been attempted. Study 1 is a longitudinal study of psychological wellbeing. Study 2 investigates health outcomes. Study 3 is a qualitative study of wellbeing and Study 4 reviews staff support services. Results show that one in three employees experiences high work stress. High rates of depression, anxiety and obesity and low levels of physical activity were also identified. This reinforces previous research findings suggesting that poor health and wellbeing in call centres is a cause for concern. Future publications will report further findings from the four studies.

AB - Call centre staff are at risk of stress, poor psychological wellbeing and physical health problems. The current research, comprising four studies, assesses wellbeing in a call centre in more depth than has previously been attempted. Study 1 is a longitudinal study of psychological wellbeing. Study 2 investigates health outcomes. Study 3 is a qualitative study of wellbeing and Study 4 reviews staff support services. Results show that one in three employees experiences high work stress. High rates of depression, anxiety and obesity and low levels of physical activity were also identified. This reinforces previous research findings suggesting that poor health and wellbeing in call centres is a cause for concern. Future publications will report further findings from the four studies.

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M3 - Conference contribution

AN - SCOPUS:84937866939

T3 - Contemporary Ergonomics and Human Factors 2015

SP - 399

EP - 406

BT - Contemporary Ergonomics and Human Factors 2015

A2 - Waterson, Patrick

A2 - Sharples, Sarah

A2 - Shorrock, Steven

PB - CRC Press/Balkema

T2 - International Conference on Ergonomics and Human Factors, 2015

Y2 - 13 April 2015 through 16 April 2015

ER -

Stress, health and wellbeing in call centre employees

Abstract

Publication series

Conference

UN SDGs

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Cite this