The URCOT (2000) study indicates that uneducated callers can have similar effects, creating a significant amount of anger and frustration for employees trying to maintain their performance targets.
The URCOT (2000) report suggests that physical discomfort, including neck and back stiffness persist despite the use of ergonomically designed equipment in the workplace.
ACA 1998; Richardson & Marshall, 1999; URCOT, 2000; Paul & Huws, 2002).
Again, this is a common occurrence within call centres (URCOT 2000; Paul and Huws 2002), and team structures accompanied by their norms only act to further standardise and reinforce such practices (den Broek et al 2004).
Across all ten call centres, the practice of staying beyond the end of the shift to finish existing calls was not recognised as overtime by either CSOs or team leaders, but rather, was considered another part of the job, confirming that it is one of the norms of working in a call centre (URCOT, 2000).