Psychosocial characteristics and well-being in call centres : a study on 1106 operators

Background Call-centres operators may be exposed to psychosocial risk factors possibly impacting on their psychological and physical well-being. Aim To report descriptive results of an investigation on psychosocial characteristics and well-being among call-centre operators of an Italian large-scale telephone service company. Methods A cross-sectional study based on a mixed quali-quantitative approach (self-administered questionnaire and semi-structured interview). Data were analysed using descriptive statistics and multivariate regression models. Results Overall, 1106 call-centre operators participated in the study (response rate 98.9%); 72.4% were women, mean age 32.5 (s.d. 3.7) and mean job seniority 6.9 (s.d. 1.5). Most operators worked part-time (86.9%) and performed in-bound call handling (57.6%). As regards questionnaire data, scores were the lowest job satisfaction and organizational commitment (mean=42.3 and 50.0, scale range 0-100, with higher scores indicating a more favourable situation), the highest for work ability and physical health. Among psychosocial factors, operators reported mostly poor career possibilities and low worktime flexibility (mean=82.5 and 76.3, scale range 0-100, with higher scores indicating a less favourable situation). Positive factors were worktime predictability (17.5), role clarity (33.3) and social support (40.4). According to multivariate regression models, the factors most frequently associated with lower psycho- physical well-being were mental workload, work/home interference, unsatisfactory vocational training, role conflicts and inadequate performance assessment. Lower well-being and higher exposure to work- related psychosocial factors were reported by operators that were female, part-time workers and in- bound call handlers. Conclusion Certain psychosocial characteristics of the job should be regarded as priorities in order to promote well- being among call-centre operators.