Psychosocial Risk Factor in Call Centres: Analysing Work Designand Well-Being of EmployeesBy Your nameName of UniversityName of StudentStudent Roll NumberTutor NameSubmission DateTale of ContentsPsychosocial Risk Factor in Call Centres !nalysin" #ork Desi"n and #ell$Bein" of%m&loyees''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''()ist of fi"ures'''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''*)ist of Tables''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''+%,ecutive Summary'''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''-('. /ntroduction'''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''0('( Back"round of the Study''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''0('1 Definition of a Call Centre'''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''0('1'( Call Centre''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''2('1'1 Call 3andler''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''2('4 Desi"nin" of #ork and #ell$Bein"'''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''2('* Research )iterature over Call Centres'''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''(41' 5ethod'''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''(*1'( Sam&les'''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''(*1'1 The 6uestionaries''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''(+1'4 Procedure''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''(+4' Results''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''(74'( Characteristics'''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''(74'('( Si8e of the call centres'''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''(74'('1 )ocation of all centres''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''(74'('4 9&eratin" Business of the call centres'''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''(04'('* 5ain 9ccu&ational Profiles available the Call Centres'''''''''''''''''''''''''''''''''''''''''(04'('+ Distribution of %m&loyees on the Basis of !"e'''''''''''''''''''''''''''''''''''''''''''''''''''''(24'('- Distribution on the basis of :ender'''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''(24'('7 Distribution on the basis of tenure of ;ork''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''1.4'('0 Distribution on the basis of ;orkin" hours''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''1.4'1 Difference bet;een the ''''''''''''*1*'- 9ne ;ho ;orks as a one and all other call handlers ;ho ;ork in a team' /s it samestressful in both scenes>'''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''*1*'7 #hat are the as&ects ;hich are res&onsible for creatin" stress amon" call handlers>'''***'0 Risk factors on the &sychosocial as&ects associated ;ith Call 3andlers'''''''''''''''''''''''*+*'2 #hat are the key factors are ;orth im&lementin" in the ;ork culture of call handler inreducin" &sychosocial risks''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''*-*'(. 9verall Conclusion'''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''*7References''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''*0!&&endi,''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''+.6uestionaries'''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''+.!ist of fig"resFi"ure ( @ob related an,iety amon" em&loyees'''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''14Fi"ure 1 @ob related de&ression amon" em&loyees''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''1*Fi"ure 4 Com&arisons of call handlers ;ith other occu&ations on /ntrinsic