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CCall--healthy and successful work in call centres
Alfred Benninghoven1, Fritz Bindzius, Detlef Braun
1Verwaltungs-Berufsgenossenschaft (VBG), Hamburg, Germany.
International Journal of Occupational Safety and Ergonomics : JOSE
|December 7, 2005
Summary
Call centres present occupational health and safety challenges. This study developed and tested practical, holistic strategies for sustainable, healthy work environments in this IT-supported industry.
Area of Science:
- Occupational Health and Safety
- Industrial Psychology
- Ergonomics
Background:
- Call centres are IT-supported, communication-intensive workplaces with non-standard hours and high part-time employment.
- Contradictory data exists regarding employee turnover and absenteeism due to occupational disability.
- Occupational safety initiatives face challenges integrating into the corporate culture of this growing industry.
Purpose of the Study:
- To investigate call centre workplaces using a holistic, interdisciplinary approach.
- To develop and field-test organizational measures for improving occupational health and safety.
- To provide practical solutions for a sustainable strategy for healthy work in call centres.
Main Methods:
- A 2-year research and development project.
- Holistic approach considering multiple relevant disciplines.
- Field testing of developed organizational measures.
Main Results:
- Development of practical organizational measures tailored for call centre environments.
- Field testing demonstrated the feasibility and potential effectiveness of the strategies.
- Creation of a framework for sustainable and healthy work practices.
Conclusions:
- Call centre work environments require specific, tailored occupational health and safety strategies.
- A holistic, interdisciplinary approach is effective in developing practical solutions.
- The developed strategies offer a pathway to improve employee well-being and reduce occupational risks.