Employees' satisfaction with their job is determined by a number of factors, such as the amount of task variety, the degree of control over workpace and workload, and the degree of role ambiguity.  Such factors are collectively referred to as job design.  Poorly designed jobs can lead to dissatisfaction and work-related stress. 

Call handlers should be provided with information about the potential risks from poor job design to physical health and  psychological well-being and how their employer is controlling those risks.  The introduction of any changes to job design which may substantially affect call handlers' health and safety should be done in consultation with call handlers or their representatives in good time. (HSE)