Australian Call Centre Report - Workplace Stress Study by CCR, July 1998. AUD$ 545

This is a unique report which is based on interviews with Call Centre Staff, customer service reps, telesales reps & supervisors and managers. Red carefully it identifies the key drivers to stress and of course the main reasons staff burn-out or leave. In my view the findings apply to staff in call centres everywhere and not just Australia, A valuable tool for manager, trainers and HR people in a call centre environment.

Table of Content :

• Executive Summary - Impact of stress on performance and productivity, Nature of stress in call centres.

• Detailed findings - a) The Call Centre Workplace, Profiling Agents, Organisational & Attitudinal Issues, Profiling stress in Call Centres.

• Summary of findings and recommendations - a) Which factors causes stress in the Call Centre? & b) How should management respond?.

Review by Niels Kjellerup, Editor. 4 May 2000

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