Psychosocial Risk Factors In Call Centres

This Research Report (RR) is the third product from the Health and Safety Laboratory (HSL) Call Centre studies. The first product of the HSL research was HELA Local Authority Circular (LAC 94/1) published in November 1999. The LAC reported the findings of HSL's exploratory and qualitative (interview and discussion-based) research on call centres. The second product of HSL's call centre research was a significantly revised and updated version of the HELA Local Authority Circular (LAC 94/1 (rev)), which was published in December 2001. In this RR, we report findings from the larger scale quantitative (questionnaire-based) study. as a call handler more stressful than working in other jobs?; 2. Is working as a call handler equally stressful for everyone who works as one?; 3. What is it that makes working as a call handler stressful?; and 4. What can be done to reduce the psychosocial risks associated with working as a call handler? Future research papers and articles in practitioner publications will report further results and conclusions from this research.

The broad and developing scope of ergonomics - the application of scientific knowledge to improve people‘s interaction with products, systems and environments - has been illustrated for 25 years by the books which make up the Contemporary Ergonomics series. This book presents the proceedings of the international conference on Ergonomics and Human F

The original hardback edition of The New Workplace examined modern business terms such as total quality management, just-in-time production, e-business, lean manufacturing and teleworking. It explored what these terms really mean and what effect they have in practice - especially their impact on productivity and performance and their social and psychological consequences. This paperback is a shorter, revised version of the original book. It will focus on working practices, especially technology orientated ones, which are the most relevant and innovative for consultants.

The International Journal of Indian Psychology (ISSN 2348-5396) is an academic journal that examines the intersection of psychology, home sciences, and education. IJIP is published quarterly and is available in electronic versions. Our expedited review process allows for a thorough analysis by expert peer-reviewers within a time line that is much more favorable than many other academic publications..."

The broad and developing scope of ergonomics, the application of scientific knowledge to improve people's interaction with products, systems and environments, has been illustrated over the past sixteen years by the books that make up the Contemporary Ergonomics series. Presenting the proceedings of the Ergonomics Society's Annual Conference, the series embraces the wide range of topics covered by ergonomics. Chapters provide an insight into the current practice, present new research findings and form an invaluable reference source. Among the most interesting topics covered in this volume are rail safety, the development and applications of virtual reality and hospital ergonomics. Contemporary Ergonomics 2002 will appeal to all those who have an interest in people's interactions with their working and leisure environment, including designers, manufacturing and production engineers, health and safety specialists, occupational, applied and industrial psychologists, and applied physiologists.

This Special Issue is concerned with the working conditions at call centres, which harbour jobs of different levels of qualification.

The broad and developing scope of ergonomics — the application of scientific knowledge to improve peoples’ interaction with products, systems, and environments — has been illustrated for 25 years by the books in the Contemporary Ergonomics series. Reflecting the name change of the Ergonomics Society to the Institute of Ergonomics & Human Factors, the peer-reviewed papers in this volume embrace a wide range of issues related to ergonomics. International contributors provide insight into current practice and present new research findings. They cover an array of topics, including defense; hazardous industries; human factors integration; inclusive design; medical; methods and tools; occupational health and safety; slips, trips, and falls; transport; and applications of ergonomics. Mirroring the 2010 conference, the book includes a memorial to Professor Tom Reilly and a symposium on creating a learning organization. Ideal for mainstream ergonomists and human factors specialists, this invaluable reference source is also suitable for those concerned with people’s interactions with their working and leisure environment, such as designers; manufacturing and production engineers; health and safety specialists; occupational, applied, and industrial psychologists; and applied physiologists.

This book constitutes the refereed proceedings of the International Conference on Ergonomics and Health Aspects of Work with Computers, EHAWC 2007, held in Beijing, China in July 2007 in the framework of the 12th International Conference on Human-Computer Interaction, HCII 2007 with 8 other thematically similar conferences. It covers health and well being in the working environment as well as ergonomics and design.