Case Study: Call Centre

Working in a call centre environment can be both a rewarding and challenging occupation. There is the satisfaction of providing outstanding service to clients and the pleasure in resolving issues for customers. However, the call centre agent engages in repetitive work that is highly structured; regularly interacts with customers who may be angry, frustrated or upset; manages shift rotations that can impact on sleep and lifestyle choices; and works under time pressure to meet challenging performance targets. It is these types of daily stressors that can impact the wellbeing and performance of a call centre worker.