Call Centres

	Click on the image to visit the Stress-o-meter and get an evaluation of your stress levels

On the line and on the edge: Call centre report shows stress levels off the dial

By the ASU - the call centre union

The Australian Services Union (ASU) is today launching a national research report into Australian call centres. The research, which reports on the often unseen world of the call centre worker, reveals a fast growing industry which now employs nearly one in forty working Australians.

ASU Assistant National Secretary, Linda White today said the Union was concerned at the results of a national survey of 1,549 call centre workers (download report below). The workers indicated a range of issues, but disturbingly a significant increase in stress levels from a benchmark study of the industry in 2000.

"The report paints a picture of the people on the other end of the line. Workers dealing with an abusive caller, being over monitored, under trained, in an understaffed workplace answering the 16 million calls made to Australian call centres every day," Linda White said.

"Over 250,000 employees work in over 3,800 call centres Australia wide. The sector is one of the fastest growing areas of work and we need to ensure that it is a safe and prosperous sector of the economy," Linda White said.

The survey, conducted by Dr Ruth Barton of RMIT, reveals a range of findings, including significant levels of work related stress. A range of work issues were identified by respondents including a lack of training and support, excessive monitoring, lack of breaks and opportunities to take leave, ergonomics and concerns their jobs would go overseas.

Concerned at the issue of stress in the sector, the Union is today launching a first for Australian workers, the Stress-o-meter. Developed as an engaging and interactive tool, it allows every call centre worker to visit a website, answer stress related questions, and have their stress levels evaluated. Individuals will receive a personal recording - but the industry will also be evaluated and benchmarked.

"The research has provided clear indication of the problems, and we will be working with call centre workers and management to reduce the health risks associated with excessive stress.

"The ASU is committed to reducing stress and improving working life. Understanding the sector, and tracking stress issues are critical to achieving those goals. The Stress-o-meter is a non-threatening way to focus attention on workplace health. The Union will also gain valuable statistics and information on stress, and stress related issues," Linda White said.

For more information on call centres - check out http://www.callcentreunion.com.au

Launch details

When: 10am, Thursday 19 November 2009

Where: ACTU Call Centre, Level 5, 365 Queen Street, Melbourne.

Launching: National Call Centre Survey Report: "It's your call: Improving Australian call centres for workers" and the Stress-o-meter (demonstrated online)

Launched by: Linda White, ASU Assistant National Secretary, with Dr Ruth Barton, author "It's your call: Improving Australian call centres for workers"

Media Contact: Mark Civitella - 0414 937 734.

Media coverage

Call centre stress levels soar: survey, November 19, 2009 - AAP on The Age website

On the line and on the edge: Australia's call centre workers, 11/23/2009, UNI Global Union News http://www.uniglobalunion.org/Apps/iportal.nsf/pages/sec_20081013_dk93En

Call centre stress levels soar: survey, Yahoo News Australia, 20 November 2009 http://au.news.yahoo.com/a/-/latest/6492254/call-centre-stress-levels-soar-survey/

Call centre stress levels soar: survey, The West Australian, 20 November 2009 http://au.news.yahoo.com/thewest/a/-/national/6492254/call-centre-stress-levels-soar-survey/

Sympathy for the operator Sydney Morning Herald - Kirsty Needham - ‎Nov 20 2009 http://www.smh.com.au/national/sympathy-for-the-operator-20091119-ioz1.html

Call-centre workers suffer high stress The Age - ‎Ben Schneiders - Nov 20 2009 http://www.theage.com.au/national/callcentre-workers-suffer-high-stress-20091119-ioxw.html

Hate talking to telemarketers? They don't like it either Brisbane Times - ‎AAP, 19 Nov 2009‎ http://www.brisbanetimes.com.au/lifestyle/hate-talking-to-telemarketers-they-dont-like-it-either-20091119-insl.html

Australian call center union: Agent stress levels are increasing CallCenter International - Official Magazine of ECCCO (blog) - Sarah Dreps - 20 Nov 2009 http://www.call-center-international.com/News/Research/385/13821/Australian-call-center-union-Agent-stress-levels-are-increasing.html

"Too few smiles on call centre dials", Melbourne MX

Cold call stresses, The Daily Telegraph (Fri 20 Nov 2009)

CALL CENTRES Workers stressed, The Advertiser (Fri 20 Nov 2009)

The calls of the riled, Herald Sun (Fri 20 Nov 2009)

Call centre stress soars, Northern Territory News (Fri 20 Nov 2009)

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