RR169 - Psychosocial risk factors in call centres: An evaluation of work design and well-being

This Research Report (RR) is the third product from the Health and Safety Laboratory (HSL) Call Centre studies. In this RR, we report findings from a larger scale quantitative (questionnaire-based) study. More specifically, this report addresses four main questions:

1. Is working as a call handler more stressful than working in other jobs?
2. Is working as a call handler equally stressful for everyone who works as one?
3. What is it that makes working as a call handler stressful?
4. What can be done to reduce the psychosocial risks associated with working as a call handler?

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