Call centres

Working as a call handler is more stressful than other jobs, according to a new HSE report. Workers face a higher risk of mental health problems and lower well being, and call handlers in particular reported more dissatisfaction than other call centre workers. The report says call handling is stressful when workers have a high workload, are unclear about their work role, cannot make full use of their skills and have conflicting role demands.

Psychosocial risk factors in call centres: an evaluation of work design and well-being (RR169) is available at: www.hse.gov.uk/research/rrhtm/rr169.htm or from HSE Books, £15