Relationships.  The term describes the way people interact at work for business purposes and includes bullying and harassment.  The pressure of meeting targets and satisfying customers can threaten relationships.  Rivalry may develop between call handlers as they strive to meet personal targets, but emphasising the importance of group targets may help to reduce this risk.

Setting clear standards against which quantitative and qualitative performance can be measured may help to avoid the problems of arbitrary objectives and inconsistent monitoring.  Introducing an effective policy against bullying and harassment, after consulting staff, should help to reduce the number of incidents and the risk of stress arising as a result.  (HSE)