UK and IrelandStress
Stress
Knowledge Bankknoweldge bank rss
Breaks - Display Screen Equipment Regulations (DSER)
Regulation 4 of the DSER (Display Screen Equipment Regulations) does not demand that breaks are necessarily rest breaks. They can be changes … View
Bullying - Stress
Relationships. The term describes the way people interact at work for business purposes and includes bullying and harassment. The press… View
Call Centre Stress
The 'bad' call centre reports, one way or another, indicate the 'big brother' syndrome developing in call centres. High stres… View
Change Management - Stress
Currently, the call centre industry is expanding rapidly, and there are many changes associated with expanding businesses including mergers and tak… View
Communication - Stress
This is key to managing work-related stress, and a positive culture helps to reduce the risk. Two elements of a positive culture are regular … View
Holidays & Shifts - Stress
Psychosocial Environment View
Job Design - Stress
Role Conflict: Call handlers may experience work-related stress if they do not feel that the target time for a call allows them to answer all a… View
Job Satisfaction - Stress
Many call handlers have little control over when they take calls, as calls are distributed automatically. How long call handlers spend on eac… View
Legislation - Stress (UK)
Work-related stress can cause ill health. Therefore, action to prevent or reduce it is included in the duty of employers under the Health and… View
Monitoring - Performance
Quantitative and Qualititative aspects of monitoring View
Occupancy - Stress
Work Overload View
Poor Call Centre Characteristics
Poor call centres are characterised by: Low pay Poor conditions Lack of breaks Mismanagement of staff Modern day sw… View
Quality Monitoring - in search of the Holy Grail
Fact - Quality excellence is a recognised must for any organisation. Fact - For your customers, you are only as good as the last interaction that y… View
Queue Busting Technology
When calls reach an unacceptable level in the queue, there are any number of manual interventions which can be made. Many call centres adopt the ap… View
Ready - Delivering Speed Metrics
Some schools of thought believe it is difficult for advisors to influence the speed of response metrics View
Shrinkage Absences - Stress
Call handlers should not be expected to read training material or maintain their knowledge of products and promotions between calls, unless there a… View
Sickness - Stress
Work-related Stress HSE's definition of work-related stress is 'the adverse reaction people have to excessive pressures or other types… View
Sweatshop Cause & Effect
The 'cause and effect' of the 'sweatshop' syndrome. CAUSES Inadequate resourcing Too many calls High occupa… View
Tele-Culture
Culture is this thing - this intangible cloud - which influences the way we do things. It influences how we behave personally and how we treat othe… View
TUC - It's Your Call 2001(UK)
Employment Rights for Call Centre Workers View
Work-Related Stress
From the HSE View