Case Studies - Health & Safety Issues in Call Centres

Although the telephone call centre industry has only become established over the last ten years, it already employs nearly 2% of the UK working population. Local Authority enforcement officers, employers and employees, amongst others, have all expressed concern that there may be issues of health and safety that are unique to this new and developing industry. The lack of reliable and relevant information on which to base a response to this concern prompted HSE to ask HSL to conduct research to assess the hazards and the level of risk.

One of the health issues specifically linked with working in a call centre is that of hearing damage from the extensive use of headsets. HSL carried out research to establish whether or not there is a noise problem associated with this particular work environment. HSL scientists evaluated the noise exposure of 150 call centre operators, in call centres which included financial services, home shopping and telecommunications services. The noise levels generated by the headsets were measured using a head and torso simulator, a method HSL has validated through extensive laboratory research. The results showed that the daily personal noise exposure of these call centre operators is unlikely to exceed the 85 dB(A) action level defined in the Noise at Work Regulations 1989. The risk of hearing damage is therefore extremely low. The results of this work have given HSE a better understanding of the hazards and risks involved.

The second part of the research built on a previous exploratory study conducted by HSL. It examined the physical and psychological health problems of call centre working practices and explored factors which could reduce them. A questionnaire was developed by HSL scientists in consultation with stakeholders. It elicited the experiences and opinions of call centre employees on a range of issues such as daily work routine, workstation design, the physical working environment and organisational factors. It also elicited particular health issues such as stress and voice loss. The research resulted in the publication of two documents including Local Authority Circular 94/1(rev) 'Advice regarding call centre working practices'.

  Back to the top