Working conditions and health at call centres in Sweden

SND-ID: SND 0838

Description Data and documentation

Creator/Principal investigator(s)

Allan Toomingas - National Institute for Working Life, Work and Health

Kerstin Norman - National Institute for Working Life, Work and Health

Ewa Wigaeus Tornqvist - National Institute for Working Life, Work and Health

Description

There are a range of problems associated with job on call centres. A range of problems associated with the job have become apparent, with time pressure, performance monitoring via computer, monitoring of phone calls, ergonomic deficiencies and musculoskeletal problems amongst the problems reported. An earlier study of a call centre in Sweden found inadequate working conditions and signs of ill health amongst a high percentage of the population in their 20s who had only been working for 2-3 years. The situation was worse there than amongst older employees in other industries with computer-intensive jobs.
Inadequate working conditions and the high incidence of medical complaints amongst young employees may mean that call centres are failing to provide the sustainable work opportunities that many are counting on, e.g. in rural areas. Scientific studies of call centres are few and the state of knowledge of working conditions and health there is deficient.
A cross-sectional study into working and health conditions at call centres in Sweden was conducted with the aim of contributing to a sustainab

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Language

Swedish

Research principal, contributors, and funding

Research principal

Arbetslivsinstitutet

Responsible department/unit

Arbetslivsinstitutet, Work and Health

Funding

  • Funding agency: Swedish Council for Working Life and Social Research
Protection and ethical review

Data contains personal data

No

Method and time period

Unit of analysis

Sampling procedure

A total of 38 call- centres with at least 50 employed was invited to participate in the study. The company were selected to represent both internal and external call centres. 16 companies represented 28 different workplaces, 16 internal and 12 external agreed to take part in the study.

Time period(s) investigated

2001–2003

Geographic coverage

Geographic spread

Geographic location: Sweden

Publications

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Norman K, Wigaeus Tornqvist E, Toomingas A. Working conditions in a selected sample of call centre companies in Sweden. International Journal of Occupational Safety and Ergonomics.2008;14:2,177-94
Till lärosätets (kth) databas Till lärosätets (oru) databas

Norman K, Floderus B, Hagman M, Toomingas A. Musculoskeletal symptoms in relation to work exposures at call centre companies in Sweden. Work.2008;30(2):201-14

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Dataset
Working conditions and health at call centres in Sweden

Data format / data structure

Numeric

Creator/Principal investigator(s)

Allan Toomingas - National Institute for Working Life, Work and Health

Kerstin Norman - National Institute for Working Life, Work and Health

Ewa Wigaeus Tornqvist - National Institute for Working Life, Work and Health

Number of individuals/objects

1531

Response rate/participation rate

77

Published: 2006-01-01
Last updated: 2020-01-22