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`A Unique Working Environment': Health, Sickness and Absence Management in UK Call Centres

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  • Phil Taylor
  • Chris Baldry
  • Peter Bain
  • Vaughan Ellis

Abstract

This article fills an important gap in our knowledge of call centres by focusing specifically on occupational ill-health. We document the recent emergence of health and safety concerns, assess the responses of employers and the Health and Safety Executive (HSE), critique the existing regulatory framework and present a holistic diagnostic model of occupationally induced ill-health. This model is utilized to investigate quantitative and qualitative data from a case study in the privatized utility sector, where the relative contributions to employee sickness and ill-health from factors relating to ergonomics, the built environment and work organization are evaluated. The principal conclusions are that the distinctive character of call-handling is the major cause of occupational ill-health and that effective remedial action would involve radical job re-design. Finally, the limitations of recent HSE guidance are exposed and industrial relations processes and outcomes analysed.

Suggested Citation

  • Phil Taylor & Chris Baldry & Peter Bain & Vaughan Ellis, 2003. "`A Unique Working Environment': Health, Sickness and Absence Management in UK Call Centres," Work, Employment & Society, British Sociological Association, vol. 17(3), pages 435-458, September.
    • Handle: RePEc:sae:woemps:v:17:y:2003:i:3:p:435-458
    DOI: 10.1177/09500170030173002
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    References listed on IDEAS

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    1. Stephen Deery & Roderick Iverson & Janet Walsh, 2002. "Work Relationships in Telephone Call Centres: Understanding Emotional Exhaustion and Employee Withdrawal," Journal of Management Studies, Wiley Blackwell, vol. 39(4), pages 471-496, June.
    2. Fernie, Sue & Metcalf, David, 1998. "(Not)hanging on the telephone: payment systems in the new sweatshops," LSE Research Online Documents on Economics 20275, London School of Economics and Political Science, LSE Library.
    3. Sue Fernie & David Metcalf, 1998. "(Not)Hanging on the Telephone: Payment systems in the New Sweatshops," CEP Discussion Papers dp0390, Centre for Economic Performance, LSE.
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