ABSTRACT
BACKGROUND: The topics of stress and well-being in call centres are the focus of many different disciplines. This article presents the definition and start-up phases of the "Well-being in Telecom Italia Call Centres" project, which was coordinated and supervised by an interdisciplinary scientific committee composed of members from different universities. To address the topic of individual well-being in the organizational context means considering all the main factors that can affect wellbeing. OBJECTIVES: For this reason, the study assessed the topic from three different view-points (psychological/sociological/cultural, physical/chemical/biological, organizational/technological/work-related) in order to obtain an accurate as possible picture of the complex well-being dynamics. METHODS: The study plan shows that merging qualitative methods (interviews, observations, focus-groups) and quantitative methods (questionnaires, physiological response to perceived stress) was a central concern for the research team. RESULTS: The collected data highlighted important differences between psychological and physical well-being and discomfort according to the different kinds of call centre, the respondents'gender and working hours. CONCLUSIONS: This method enabled us to define the specific features of call centre environments, leading to a definition of work in the centres as an activity with high psychological uncertainty, where rigid rules coexist with demands of high levels of flexibility and competence, and suggesting the importance of specific organizational measures in order to improve well-being.
Subject(s)
Occupational Health , Adult , Biomedical Research , Female , Humans , Italy , Male , Stress, Psychological/epidemiology , Surveys and QuestionnairesABSTRACT
As weightlessness is not completely reproducible on Earth, usability evaluation of space systems is often simulated through tests in an aquatic environment. A Neutral Buoyancy Facility test programme was organized in a special pool to simulate Extra-Vehicular Activities on the Columbus module of the future International Space Station with the aim of assessing various aspects of crew interface design. This study was designed to evaluate workload using visibility, accessibility and operability tests. Diving workload was determined through basic physiological measurements, such as pulmonary ventilation and heart rate during underwater operations. As anxiety can influence physiological processes, and consequently also the workload evaluation determined through these parameters, we developed an evaluation methodology to investigate the anxiety level based on a specific questionnaire submitted to all subjects before and after the dives. Heart rate increased in underwater work to a value approximately 50% larger than the value obtained in the resting condition while sitting outside the pool. This increase in heart rate was accompanied by an increase in pulmonary ventilation of 200% larger than the value recorded in the rest condition while sitting outside the water. The extent of these increases was notable in all the test subjects, who varied in age and stature. Recorded values of workload, heart rate and pulmonary ventilation were evaluated on the basis of Christensen's (Arbeitsphysiol. 14 (1950) 251) and Wells' (J. Appl. Physiol. 10 (1957) 51) classifications. Through this analysis it was possible to determine that the workload, indicated by performance on our neutral buoyancy tests, corresponds to moderate physiological work. For test subjects, anxiety related to underwater performance was light. Among the causes of anxiety all the subjects indicated the lack of confidence with neutral buoyancy tests and a feeling of lack of safety, typical of aquatic environments. We can conclude that context did not produce considerable psychological effects, and consequently that the psychological load did not influence heart rate and pulmonary ventilation values that can therefore be directly related to task workload.
