Call centre recommendations

The Health and Safety Executive (HSE) has issued new guidelines for call centres after finding that conditions were stressful and that more training was needed. In the HSE’s report, team leaders were criticised for contributing to telephonists’ stress levels, by constantly urging and even shouting at staff to make them answer calls. Workers were also stressed by abusive callers.Half of those surveyed said that their performance was monitored electronically all the time.The HSE recommends that... (51 more words)

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