Health Safety in the Call Centre Industry A project for the Division of Workplace Health Safety Queensland

摘要

The call centre industry is one of the fastest growing industries in Australia. The industry currently employs approximately 200,000 people, representing 2.2% of the Australian workforce. Call centres are reported to have high attrition rates with an Australian average turnover rate of 23% annually (compared with the general industry average of 18%). The cost of such turnover has been estimated at dollar550 million annually (www.callcentres.net). These rates have been attributed to poor working conditions, including many ergonomics health and safety issues. Despite extensive publicity, union involvement and an increase in complaints to workplace health and safety regulatory authorities to support this notion, little reliable research has focussed specifically and in detail on call centre health and safety. The Division of Workplace Health and Safety in Queensland has commissioned a project titled 'Health and Safety in the Call Centre Industry'. The project will result in the development of guidelines to assist industry fulfil their health & safety obligations in relation to call centres. The project also aims to implement an industry awareness and follow-up compliance program.