Call centres in the domain of telecommunications: Ergonomic issues for well-being improvement

Abstract

The present work examines the ergonomic issues of a larger interdisciplinary research on well-being, conducted with a systemic approach in a call-centre pertaining to the domain of telecommunications. The research aimed to define the concept of well-being along three lines of investigation: psychological, medical, and ergonomie and, on this basis, to provide an analysis for improving operators' well-being and performance. The paper analyzes the ergonomie issues, which have been investigated in relation to the aforementioned lines, and, in the final phase of the research, included in a common tool of quantitative survey submitted to 421 operators. © Springer-Verlag Berlin Heidelberg 2007.