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 caller's questions as fully as they would like. They may feel, consequently, that the quality of their service is being compromised in order to meet call volume targets. Call handlers may be required to bring new products or promotions to the attention of callers. For some, this is good customer service.
Others, though, regard it as a sales pitch, and, if they started working in the call centre industry to provide a service rather than make sales, it may result in work-related stress from role conflict
Role Ambiguity:
To limit the risk of work-related stress, it is essential that call handlers are clear about what is expected of them in their day-to-day work. (HSE)
UK and Ireland