New call centre work rules

Workers report high stress levels

New guidelines for call centres have been issued by the Health and Safety Executive (HSE) after it found work conditions were stressful and that more training was needed.

Two million people in Britain now work in call centres, more than the combined number in the coal, steel and motor industries.

The HSE said its research dispelled the view that all call centres are sweat shops, but said many staff reported their work was very stressful.

Half of those surveyed said their performance was monitored electronically all the time.

Team leaders were criticised for constantly urging them, even shouting at them to answer calls, which also raised stress levels.

Many workers said they found it difficult to cope with abuse from callers, and the new guidelines call for staff to be trained to deal with abusive calls.

The HSE also recommended that call handlers should be allowed a break of at least five minutes each hour.