Job Satisfaction - Stress

Author: CCa2z

Date: 8th October 2004

Many call handlers have little control over when they take calls, as calls are distributed automatically.  How long call handlers spend on each call is often controlled by quantitative targets and what they say during a call is controlled by qualitative targets and scripts.

Such limited control could mean call handlers are at risk of work-related stress.  Involving call handlers in decision making can help to increase job satisfaction and limit the risk of work-related stress.  (HSE)


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