institute for employment studies

the IES HR Network

Well-being and Call Centres

Akroyd K, Gordon-Dseagu V, Fairhurst P

HR Network Paper MP69, Institute for Employment Studies, October 2006
ISBN: (no ISBN), pp. iv+16
PDF Download only: £free

an IES HR Network paper

The number of people working in call centres within the UK has been increasing dramatically in recent years. At the same time, there has been a growing awareness that the work can be stressful and repetitive with little individual discretion. This report seeks to understand why, and in what ways, call centre employment can reduce employees’ well-being. It also details practices and research findings that suggest ways to positively influence the well-being of workers.

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