Boredom the true cause of stress in call centres

first_imgBoredom the true cause of stress in call centresOn 8 Feb 2000 in Personnel Today Comments are closed. Previous Article Next Article Too little work and poor motivation among staff are at the root ofabsenteeism and retention problems in call centres, new research claims.Call centre staff are twice as likely to suffer stress in the workplace thanthe average UK employee. But the pressure was found to be a result of thework’s boring and random nature as well as its low skill requirements. The study of six call centres by consultancy CBE debunks the theory thatcall centres are modern-day sweatshops.Employers need to give staff more autonomy and change in their jobs, ratherthan cut the workload, the report said. Giving regular feedback to staff wasalso found to increase motivation.Cheryl Clifford, head of HR at call centre specialist Merchants Group, saidthe graduate intake contributed to the problems.”There may be a tendency to over-recruit in terms of the skill-set forthe job. It is too high in relation to the work involved.” Related posts:No related photos.last_img read more