Forum for Science, Industry and Business

Sponsored by:     3M 
Search our Site:

 

Call centres are not "satanic mills"

08.01.2004


Call centres are not the “satanic mills’’ they are often made out to be, although call handlers can suffer depression and low motivation if working conditions are not carefully managed.



These are the findings of a study carried out by Christine Sprigg and Phoebe Smith, with support from Professor Robert Jackson, at the Health and Safety Laboratory in Sheffield. Ms Sprigg, now of the University of Sheffield, presented their research today, Wednesday 7 January 2004, at the British Psychological Society’s Annual Occupational Conference held at the Moathouse Hotel in Stratford-upon-Avon.

Call centres are usually the sole point of contact for many customers but staff can be faced with low wages, poor working conditions and highly repetitive work.


The researchers questioned 1,141 call centre employees, who were working for 34 call centres, to assess the workers’ attitudes to their jobs and test their psychological well being.

Staff working for telecommunications and IT companies showed the highest levels of depression, as well as the poorest job satisfaction. The researchers believe this is because these workers said they had low control of their work but high demands were made of them. Staff also thought there was generally a poor quality social climate at their place of work.

Those working in call centres in the business sector had the highest levels of job satisfaction.

But the results also suggested that there are differences among staff that work in the same type of industry but for different call centres, showing that to a large extent, “it is people who make the place.”

Ms Sprigg said: “Not all call centres are `satanic mills.’ Some do merit that description, but the best do not. The task facing organisations that use call centres is to match their aspirations for high service for their customers with high quality of working for their staff.”

Douglas Brown | alfa
Further information:
http://www.bps.org.uk

More articles from Studies and Analyses:

nachricht New study: How does Europe become a leading player for software and IT services?
03.04.2017 | Fraunhofer-Institut für System- und Innovationsforschung (ISI)

nachricht Reusable carbon nanotubes could be the water filter of the future, says RIT study
30.03.2017 | Rochester Institute of Technology

All articles from Studies and Analyses >>>

The most recent press releases about innovation >>>

Die letzten 5 Focus-News des innovations-reports im Überblick:

Im Focus: Can the immune system be boosted against Staphylococcus aureus by delivery of messenger RNA?

Staphylococcus aureus is a feared pathogen (MRSA, multi-resistant S. aureus) due to frequent resistances against many antibiotics, especially in hospital infections. Researchers at the Paul-Ehrlich-Institut have identified immunological processes that prevent a successful immune response directed against the pathogenic agent. The delivery of bacterial proteins with RNA adjuvant or messenger RNA (mRNA) into immune cells allows the re-direction of the immune response towards an active defense against S. aureus. This could be of significant importance for the development of an effective vaccine. PLOS Pathogens has published these research results online on 25 May 2017.

Staphylococcus aureus (S. aureus) is a bacterium that colonizes by far more than half of the skin and the mucosa of adults, usually without causing infections....

Im Focus: A quantum walk of photons

Physicists from the University of Würzburg are capable of generating identical looking single light particles at the push of a button. Two new studies now demonstrate the potential this method holds.

The quantum computer has fuelled the imagination of scientists for decades: It is based on fundamentally different phenomena than a conventional computer....

Im Focus: Turmoil in sluggish electrons’ existence

An international team of physicists has monitored the scattering behaviour of electrons in a non-conducting material in real-time. Their insights could be beneficial for radiotherapy.

We can refer to electrons in non-conducting materials as ‘sluggish’. Typically, they remain fixed in a location, deep inside an atomic composite. It is hence...

Im Focus: Wafer-thin Magnetic Materials Developed for Future Quantum Technologies

Two-dimensional magnetic structures are regarded as a promising material for new types of data storage, since the magnetic properties of individual molecular building blocks can be investigated and modified. For the first time, researchers have now produced a wafer-thin ferrimagnet, in which molecules with different magnetic centers arrange themselves on a gold surface to form a checkerboard pattern. Scientists at the Swiss Nanoscience Institute at the University of Basel and the Paul Scherrer Institute published their findings in the journal Nature Communications.

Ferrimagnets are composed of two centers which are magnetized at different strengths and point in opposing directions. Two-dimensional, quasi-flat ferrimagnets...

Im Focus: World's thinnest hologram paves path to new 3-D world

Nano-hologram paves way for integration of 3-D holography into everyday electronics

An Australian-Chinese research team has created the world's thinnest hologram, paving the way towards the integration of 3D holography into everyday...

All Focus news of the innovation-report >>>

Anzeige

Anzeige

Event News

Marine Conservation: IASS Contributes to UN Ocean Conference in New York on 5-9 June

24.05.2017 | Event News

AWK Aachen Machine Tool Colloquium 2017: Internet of Production for Agile Enterprises

23.05.2017 | Event News

Dortmund MST Conference presents Individualized Healthcare Solutions with micro and nanotechnology

22.05.2017 | Event News

 
Latest News

How herpesviruses win the footrace against the immune system

26.05.2017 | Life Sciences

Water forms 'spine of hydration' around DNA, group finds

26.05.2017 | Life Sciences

First Juno science results supported by University of Leicester's Jupiter 'forecast'

26.05.2017 | Physics and Astronomy

VideoLinks
B2B-VideoLinks
More VideoLinks >>>