Research Institute for Sport and Exercise Sciences, Liverpool John Moores University, Liverpool, United Kingdom.
Public Health Institute, Liverpool John Moores University, Liverpool, United Kingdom.
PLoS One. 2024 Mar 8;19(3):e0298150. doi: 10.1371/journal.pone.0298150. eCollection 2024.
Social determinants of health and poor working conditions contribute to excessive sickness absence and attrition in contact centre advisors. With no recent review conducted, the current scoping review is needed to investigate the volume, effectiveness, acceptability, and feasibility of health-promoting interventions for contact centre advisors. This will inform the adoption and implementation of evidence-based practice, and future research.
Searches conducted across four databases (MEDLINE, PsycInfo, CINAHL, Web of Science) and reference checking in February 2023 identified health-promoting interventions for contact centre advisors. Extracted and coded data from eligible interventions were systematically synthesised using the nine intervention functions of the Behaviour Change Wheel and behaviour change technique taxonomy.
This scoping review identified a low number of high quality and peer-reviewed health-promoting intervention studies for contact centre advisors (28 studies since 2002). Most interventions were conducted in high-income countries with office-based advisors, predominantly using environmental restructuring and training strategies to improve health. Most interventions reported positive effectiveness results for the primary intended outcomes, which were broadly organised into: i) health behaviours (sedentary behaviour, physical activity, smoking); ii) physical health outcomes (musculoskeletal health, visual health, vocal health, sick building syndrome); iii) mental health outcomes (stress, job control, job satisfaction, wellbeing). Few interventions evaluated acceptability and feasibility.
There is little evidence on the effectiveness, acceptability, and feasibility of health-promoting interventions for contact centre advisors. Evidence is especially needed in low-to-middle income countries, and for remote/hybrid, nightshift, older and disabled advisors.
健康的社会决定因素和恶劣的工作条件导致联络中心顾问过度缺勤和流失。由于最近没有进行审查，因此需要进行当前的范围审查，以调查针对联络中心顾问的促进健康干预措施的数量、效果、可接受性和可行性。这将为采用和实施基于证据的实践以及未来的研究提供信息。
2023 年 2 月，通过在四个数据库（MEDLINE、PsycInfo、CINAHL、Web of Science）进行搜索并参考核对，确定了针对联络中心顾问的促进健康干预措施。从符合条件的干预措施中提取和编码的数据，使用行为改变车轮的九个干预功能和行为改变技术分类法进行系统综合。
这项范围审查确定了针对联络中心顾问的高质量和经过同行评审的促进健康干预措施研究数量较少（自 2002 年以来有 28 项研究）。大多数干预措施在高收入国家进行，针对的是办公室顾问，主要使用环境重构和培训策略来改善健康。大多数干预措施报告了主要预期结果的积极效果，这些结果大致分为：i）健康行为（久坐行为、体力活动、吸烟）；ii）身体健康结果（肌肉骨骼健康、视力健康、声音健康、病态建筑综合征）；iii）心理健康结果（压力、工作控制、工作满意度、幸福感）。很少有干预措施评估了可接受性和可行性。
针对联络中心顾问的促进健康干预措施的效果、可接受性和可行性的证据很少。特别是在中低收入国家，以及对于远程/混合、夜班、年龄较大和残疾顾问，需要更多的证据。
