Self-reported health determinants in female call centre tele-operators: a qualitative analysis

摘要

In Atlantic Canada, telephone call centres are a new, and rapidly expanding industry that employs predominantly women. Little is known about the psychosocial and work organization stressors present in the call centre industry, nor the impact of these stressors on the health of female call centre tele-operators (CCTs). Using a qualitative research technique (in-depth interviews), we asked a diverse group of CCTs (n=25)to identify job stressors, job supports, home/work interactions and health concerns that they experienced in call centre work. We present interview results for three stressors (shiftwork, perceived control, and work support) and the impact of call centre work on their personal life and well-being.