Psychosocial Risk Factors Among Telephone Service Workers: A Study of the Interaction between Customer and Worker

Abstract

Many activities in the telephone industry involve interaction with customers, including both traditional (for example, client assistance) and emerging services (product sales). Interaction with customers has been reported to cause stress in workers. The study was initiated as a consequence of changes in dialing of long-distance numbers. The main sources of stress among workers in Traffic and Customer Services Departments were analyzed, together with the resulting psychological distress and other health symptoms. Information was gathered through semi-structured interviews and a questionnaire containing the Spanish version of the Job Content Questionnaire, as well as psychological strain and health symptoms items. Questions developed specifically for this study concerned emotional demands, client interactions, and mechanisms used to deal with violent or unpleasant interactions. Workers received valuable information from the study that empowered them to demand improved working conditions.