A multi-component intervention to sit less and move more in a contact centre setting: a feasibility study

Area of Science:

• Occupational health
• Workplace wellness
• Behavioral science

Background:

• Call agents spend over 90% of their workday seated, risking negative health and productivity impacts.
• Prolonged sitting in contact centres is a significant occupational health concern.

Purpose of the Study:

• To explore the acceptability and feasibility of a multi-component workplace intervention.
• To increase physical activity (PA) and decrease prolonged sitting (SB) among call agents.
• To inform a future effectiveness trial in a contact centre setting.

Main Methods:

• An 8-week, non-randomised, pre-post feasibility study using mixed methods.
• Intervention included adjustable workstations, educational sessions, emails, and leadership support.
• Thematic analysis of focus groups and interviews informed process evaluation.

Main Results:

• Recruitment challenges due to high workload; 17 agents completed baseline, 13 follow-up.
• Agents found assessments acceptable; fidelity enhancement strategies are needed.
• Education, adjustable workstations, and emails were perceived as most effective; hot-desks were not feasible.

Conclusions:

• Identified pragmatic considerations for PA and SB interventions in sedentary contact centre environments.
• Intervention components were largely perceived positively, with reported behavioral, health, and work benefits.
• Findings will guide future research and intervention design in similar settings.