Norman Kerstin, Wigaeus Tornqvist Ewa, Toomingas Allan
Orebro University, School of Health and Medical Sciences, Orebro, Sweden.
Int J Occup Saf Ergon. 2008;14(2):177-94. doi: 10.1080/10803548.2008.11076761.
Call centres (CCs) are among the most rapidly growing forms of workplaces in Sweden. The purpose of the study was to describe and compare working conditions between operators at internal and external CC companies and work tasks of different complexity.
A questionnaire was answered by 1183 operators, 848 women and 335 men, from 28 different CCs. The questionnaire covered background factors, employment, working hours and remuneration, call logging and monitoring, duties, computer work and workplace design during the previous month.
Operators at external companies and operators with low-complexity work tasks were younger, more often employed by the hour and worked on a varying roster. They spent longer time on customer calls and had less varied tasks. Additional remuneration, call logging and monitoring were more common at external companies and among operators with low-complexity work tasks.
The working conditions varied between internal and external CCs. There was also a variation in working conditions between work tasks of different complexity. There were aspects of supervision style and organization of work at CCs, especially at external ones and those with low-complexity tasks that could introduce stress and lack of well being among the staff.
呼叫中心（CCs）是瑞典发展最为迅速的工作场所形式之一。本研究的目的是描述和比较内部与外部呼叫中心公司的话务员的工作条件以及不同复杂程度的工作任务。
来自28个不同呼叫中心的1183名话务员（848名女性和335名男性）回答了一份问卷。问卷涵盖了背景因素、就业情况、工作时间和薪酬、通话记录与监控、职责、电脑工作以及上个月的工作场所设计。
外部公司的话务员以及从事低复杂程度工作任务的话务员较为年轻，更多按小时计酬，且工作排班多变。他们在客户通话上花费的时间更长，任务种类较少。额外薪酬、通话记录与监控在外部公司以及从事低复杂程度工作任务的话务员中更为常见。
内部和外部呼叫中心的工作条件存在差异。不同复杂程度的工作任务之间的工作条件也存在差异。呼叫中心，尤其是外部呼叫中心以及那些从事低复杂程度任务的呼叫中心，在监督方式和工作组织方面存在一些可能给员工带来压力和幸福感缺失的因素。
