Occupancy - Stress

Author: CCa2z

Date: 8th October 2004

Call handlers are at risk from work-related stress when they are given too much work to do in the time allocated or are not trained how to do the work.  Quantitative and qualitative performance monitoring and targets create sress.

If call handlers feel they have too much to do, they may not take their breaks.  Call centres should emphasise the importance of rest breaks or changes in activity as these are essential if the risk of work-related stress is to be reduced.  (HSE)


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