Affiliations: University of Gävle, Centre for Built Environment,
Sweden | Karolinska Institutet, Institute of Environmental
Medicine, Sweden | Örebro University, Department of Public Health
Sciences, Sweden | Karolinska Institutet, NASP, Sweden | Swedish Environmental Research Institute, Sweden | Royal Institute of Technology, School of Technology
and Health, Sweden
Note: [] Address for correspondence: Anders Kjellberg, University of
Gävle, Centre for Built Environment, SE-80176 Gävle, Sweden. Tel.: +46
26 64 81 14; Fax: +46 26 64 81 81; E-mail: Anders.Kjellberg@hig.se
Abstract: Objective: To identify risk indicators for high stress and low
mental energy as well as to describe psychosocial working conditions at
different types of call centres. Participants: 1183 operators from 28
call centres in Sweden, both external and internal, with different levels of
task complexity, ownership and geographical location. Method: A cross
sectional questionnaire study. Results: The stress level was moderately
high and the energy level fairly high. Stress levels tended to be lower and
psychosocial conditions better with increasing level of task complexity.
Fourteen per cent of the operators were in a state of high stress/low energy
("worn out") and 47% in high stress/high energy ("committed under
pressure"). Operators in a state of low stress/high energy ("committed
without pressure") were most likely to report a better health status. High
stress and lack of energy was mainly associated with time pressure, low
decision latitude, and lack of social and supervisor support. Conclusions: Time pressure in combination with lack of support and influence
should be seen as a potential high risk situation for the development of a
"worn-out" state among call centre operators. Management should make use of
this knowledge in order to promote a long lasting efficient and healthy call
centre work.
Keywords: Working conditions, call centre, stress, work motivation
