Change Management - Stress

Author: CCa2z

Date: 8th October 2004

Currently, the call centre industry is expanding rapidly, and there are many changes associated with expanding businesses including mergers and takeovers.  Business restructuring may mean teams are re-organised, and working with different colleagues under a different team leader may be unsettling for some call handlers.  Changing business objectives may also mean procedures and performance targets change.  Technology is also changing rapidly and automation may be a threat to job security in the future.  Clear communication and consultation with call handlers is essential to reduce the risk of change giving rise to work-related stress.  Remember, for some call handlers, small but frequent changes such as changes to shift schedules or changing workstations due to hot-desking can be just as, or even more, stressful  than large but infrequent changes.  (HSE)


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