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The role of general and specific stressors in the health and well-being of call centre operators

Mellor, David, Moore, Kathleen and Siong, Zong Ming Benjamin (2015). The role of general and specific stressors in the health and well-being of call centre operators. Work: a journal of prevention, assessment & rehabilitation,52(1):31-43.

Document type: Journal Article
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IRMA ID 81144320xPUB82
Title The role of general and specific stressors in the health and well-being of call centre operators
Author Mellor, David
Moore, Kathleen
Siong, Zong Ming Benjamin
Journal Name Work: a journal of prevention, assessment & rehabilitation
Publication Date 2015
Volume Number 52
Issue Number 1
ISSN 1051-9815   (check CDU catalogue open catalogue search in new window)
Scopus ID 2-s2.0-84940505953
Start Page 31
End Page 43
Total Pages 13
Place of Publication Netherlands
Publisher I O S Press
HERDC Category C1 - Journal Article (DIISR)
Abstract BACKGROUND: The call centre industry has developed a reputation for generating a highly stressful work environment with high absenteeism and turnover rates. Research has identified role ambiguity, role conflict, role overload, and work-family conflict as common stressors in other settings. Call centre research has additionally identified performance monitoring, job design and job opportunities as call centre specific stressors.

OBJECTIVE AND METHODS: This study investigated the impact of the identified stressors on burnout, somatic symptomology, and turnover intent among 126 call centre representatives (CCRs) from 11 call centres in metropolitan Melbourne, Australia. RESULTS: Hierarchical multiple regression analyses found that the common organizational stressors significantly explained between 10% and 53% of the variance in somatic symptomology, burnout (all 3 dimensions) and turnover intent. An additional amount of variance, between 6% and 22% in each of these dependent measures was significantly accounted for by the grouped call centre specific stressors.

CONCLUSIONS: Overall, common organizational stressors and call centre specific stressors both significantly and independently contributed to burnout, somatic symptomology and turnover intent. These findings are discussed in relation to previous research, and suggestions for improved practice within call centres to safeguard the well-being of workers and for future research are provided.
Keywords Stress
health
turnover
DOI http://dx.doi.org/10.3233/WOR-141975   (check subscription with CDU E-Gateway service for CDU Staff and Students  check subscription with CDU E-Gateway in new window)
 
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Created: Tue, 26 Jul 2016, 12:42:55 CST