Research Updates

Call centre workers tired of faking it

Gabrielle Lis

Feeling one way and having to act another is a hallmark of call centre work. The resulting emotional exhaustion has implications not only for the health and work satisfaction of call centre workers but for the people who use their services.

Call centres are notorious for having high rates of stress and high rates of staff turnover and attrition. This has implications not just for the health and wellbeing of call centre workers but also for the customers they serve. In Australia workers’ compensation systems, many insurance case managers are call centre workers. If case manager turnover is high, continuity of care, skill development, knowledge and expertise all suffer. Recover...

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