Call centres: young people's entry into working life

People working with telephone sales and consultancy usually have few opportunities to influence their own work, shows research from the Finnish Institute of Occupational Health.

The need for breaks to catch up and being able to shape your own work station was highlighted in the interviews. The researchers pointed to some possible practical improvements:

• People should be taught how to adjust their desks, which are often electrically adjustable. Occupational therapists should be available to offer advise. Physiotherapist services should be used more.
• Computer programs and computers often crash and must be made to work better.
• People should be able to choose a computer mouse and keyboard to suit them, not wait until neck and back problems occur.
• Training should include more than just the computer programs which are used to call people and register conversations, for instance office and email programs.
• There should be a greater choice of headsets to chose from.
• Staff should be motivated to move around more, both during breaks and in their spare time.
• Regular eye tests for over-45s as many experience too much eye strain.