Well-being and Call Centres

The number of people working in call centres within the UK has been increasing dramatically in recent years. At the same time, there has been a growing awareness that the work can be stressful and repetitive with little individual discretion.

This report seeks to understand why, and in what ways, call centre employment can reduce employees' well-being. It also details practices and research findings that suggest ways to positively influence the well-being of workers.