Integrating a Portable Biofeedback Device into Call Centre Environments to Reduce Employee Stress: Results from Two Pilot Studies

摘要

Due to the nature of the work, customer call centres are noted high-stress environments when compared to other subsets of the same business and to other industries. Two studies in two separate call centres were performed to assess the impact of a portable heart rate variability (HRV) biofeedback device on employee performance ratings and stress-related complaints. Results from the first study indicated a significant improvement in call scores (objective third-party call ratings about quality of service) in the intervention group compared to the control, whereas results from the second study revealed a significant reduction in subjective stress-related complaints. Implications for employee health and performance are discussed.