Dear All,
My colleague is accumulating literature for a dissertation. Does anyone know
of any research papers or articles pertaining to call centre working
practices and the verbal abuse received by call handlers?
He already has the following:
HELA, (2001), Advice Regarding Call Centre Working Practices, LAC 94/1 (rev).
HSE, (2000), The Effects of New Ways of Working on Employees' Stress Levels,
Contract Research Report 259/2000, Sudbury, HSE Books.
TUC, (2001), Health and Safety in Call Centres,
http://www.tuc.org.uk/work_life/tuc-2659-f3.cfm#tuc-2659-3
Thank you in anticipation
M Oliver
OHN specialist practitioner
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