WORKERS in the fast-growing call-centre industry face high, and unique, levels of stress, a survey shows.
More than 250,000 people, or about one in 40 employed Australians, work in call centres and more than a third are always or often stressed at work.
RMIT academic Ruth Barton, who conducted the survey for the Australian Services Union, said high stress resulted in high turnover of staff and absenteeism.
Among factors causing stress were unrealistic performance targets, abuse from customers, high call volumes, repetitive work, concern their jobs would go overseas and excessive monitoring from management.
Dr Barton said the industry was unique as workers had little control over the pace of their work. That could even extend to feeling under pressure not to go to the toilet. About 1500 call-centre workers were surveyed.
BEN SCHNEIDERS - The Age 19 Nov 09
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