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Emerging Risks in Contact Center Sector: A Review

  • Pilar Delgado-Martínez
  • Alba Nieto-Hernández
  • Ventura Pérez-Mira
  • Fernado Vidal-Barrero
  • Luis Onieva
  • Jesús A. Carrillo-CastrilloEmail author
Chapter
  • 117 Downloads
Part of the Studies in Systems, Decision and Control book series (SSDC, volume 277)

Abstract

Contact Center sector has experienced significant growth in recent decades. This growth has implicated new technologies, increasing workloads and new forms of employment. All of them can lead to ergonomic and psychosocial risks. The aim of this study is to review literature about ergonomic and psychosocial risk factors, as well as the preventive measures advised in the Contact Center sector. The review found that more than half of the workers show high prevalence in musculoskeletal disorders. In addition, there is dissatisfaction regarding lighting conditions, temperature and noise. Regarding psychosocial factors, there is a high prevalence of lack of autonomy and social support, high psychological demands, job insecurity and monitoring. In most cases women are in worse conditions that men. However, no major differences were found between workers in internal and external Contact Centers.

Keywords

Contact center Emerging risks Ergonomic factors Psychosocial factors Good practices 

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Copyright information

© Springer Nature Switzerland AG 2020

Authors and Affiliations

  1. 1.Fundación de Investigación de la Universidad de SevillaSevilleSpain
  2. 2.Universidad de SevillaSevilleSpain

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