呼叫处理员的工作条件及其工作主观体验：一项横断面研究。
Call-handlers' working conditions and their subjective experience of work: a transversal study.
作者信息
Croidieu Sophie, Charbotel Barbara, Vohito Michel, Renaud Liliane, Jaussaud Joelle, Bourboul Christian, Ardiet Dominique, Imbard Isabelle, Guerin Anne Céline, Bergeret Alain
机构信息
Hospices Civils de Lyon, Service des Maladies Professionnelles, Centre Hospitalier Lyon Sud, Pierre Bénite, France.
出版信息
Int Arch Occup Environ Health. 2008 Oct;82(1):67-77. doi: 10.1007/s00420-008-0308-2. Epub 2008 Mar 5.
OBJECTIVES
The present study sought to describe call-center working conditions and call-handlers' subjective experience of their work.
METHODS
A transversal study was performed in companies followed by the 47 occupational physicians taking part. A dedicated questionnaire included one part on working conditions (work-station organization, task types, work schedules, and controls) and another on the perception of working conditions. Psychosocial risk factors were explored by three dimensions of the Karasek questionnaire, decision latitude, psychological demands and social support. A descriptive stage characterized the population and quantified the frequency of the various types of work organization, working conditions and perception. Certain working conditions data were crossed with perception data.
RESULTS
The total sample comprised 2,130 call-handlers from around 100 different companies. The population was 71.9% female, with a mean age of 32.4 years. The general educational level was high, with 1,443 (68.2%) of call-handlers having at least 2 years' higher education; 1,937 of the workers (91.2%) had permanent work contracts. Some working situations were found to be associated with low decision latitude and high psychological demands: i.e., where the schedule (full-time or part-time) was imposed, where the call-handlers had not chosen to work in a call-center, or where they received prior warning of controls. Moreover, the rate of low decision latitude and high psychological demands increased with seniority in the job. The rate of low decision latitude increased with the size of the company and was higher when call duration was imposed and when the call-handlers handled only incoming calls. The rate of high psychological demands was higher when call-handlers handled both incoming and outgoing calls.
CONCLUSIONS
This study confirmed the high rate of psychosocial constraints for call-handlers and identified work situations at risk.
目的
本研究旨在描述呼叫中心的工作条件以及话务员对其工作的主观体验。
方法
对47名参与研究的职业医师所跟踪的公司进行了一项横断面研究。一份专门设计的问卷包括一部分关于工作条件（工作站组织、任务类型、工作时间表和监控），另一部分关于对工作条件的认知。通过Karasek问卷的三个维度，即决策自由度、心理需求和社会支持，对心理社会风险因素进行了探究。一个描述性阶段对研究对象进行了特征描述，并对各类工作组织、工作条件和认知的频率进行了量化。某些工作条件数据与认知数据进行了交叉分析。
结果
总样本包括来自约100家不同公司的2130名话务员。研究对象中女性占71.9%，平均年龄为32.4岁。总体教育水平较高，1443名（68.2%）话务员至少接受过两年高等教育；1937名（91.2%）员工拥有长期工作合同。发现一些工作情况与低决策自由度和高心理需求相关：即工作时间表是规定好的（全职或兼职）、话务员并非自己选择在呼叫中心工作，或者他们收到监控的预先通知。此外，低决策自由度和高心理需求的比例随着工作年限的增加而上升。低决策自由度的比例随着公司规模的增大而增加，当规定通话时长且话务员只处理来电时比例更高。当话务员同时处理来电和去电时，高心理需求的比例更高。
结论
本研究证实了话务员面临的心理社会约束率较高，并确定了存在风险的工作情况。
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