Research Output

A unique working environment: health, sickness and absence management in UK call centres.

  This article fills an important gap in our knowledge of call centres by focusing specifically on occupational ill-health. We document the recent emergence of health and safety concerns, assess the responses of employers and the Health and Safety Executive (HSE), critique the existing regulatory framework and present a holistic diagnostic model of occupationally induced ill-health. This model is utilized to investigate quantitative and qualitative data from a case study in the privatized utility sector, where the relative contributions to employee sickness and ill-health from factors relating to ergonomics, the built environment and work organization are evaluated. The principal conclusions are that the distinctive character of call-handling is the major cause of occupational ill-health and that effective remedial action would involve radical job re-design. Finally, the limitations of recent HSE guidance are exposed and industrial relations processes and outcomes analysed.

  • Type:

    Article

  • Date:

    01 September 2003

  • Publication Status:

    Published

  • Publisher

    Sage

  • DOI:

    10.1177/09500170030173002

  • ISSN:

    0950-0170

Citation

Taylor, P., Baldry, C., Bain, P. & Ellis, V. (2003). A unique working environment: health, sickness and absence management in UK call centres. Work, Employment and Society. 17, 435-458. doi:10.1177/09500170030173002. ISSN 0950-0170

Authors

Keywords

call centres; health and safety; sickness absence; trade unions; work organization;

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