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CCall-Healthy and Successful Work in Call Centres

Benninghoven A., Bindzius F., Braun D., Cramer J., Ellegast R., Flowerday U., Genz A., Heyden T., Pfeiffer W., Schittly D., Schweer R., Stamm R.

International Journal of Occupational Safety and Ergonomics

2005

Vol. 11, No. 4

409--421

Call centre workplaces are in many ways a challenge to occupational health and safety. The occupation itself can be described as an information technology-supported, communication-intensive form of work with often unusual working hours and a high rate of part-time employment. Data on the employee turnover as well as absenteeism related to occupational disability is quite contradictory. Occupational safety and its proponents still have to find new ways into the corporate structures and cultures of this relatively new and rapidly growing branch of industry. In a 2-year research and development project, using a holistic approach and under consideration of all the relevant disciplines, call centre workplaces were studied, and organisational measures were developed and field tested by putting them into practice. Practical help was developed for a sustainable strategy for successful and healthy work in call centres.