Physical working conditions and health

It has been estimated that call centre operators spend an average of 1,300-1,400 hours a year sitting at the computer taking calls. Call centres are often structured in an open-space plan, and noise levels can be high. A 2003 study found that the average noise level was 61 deciBels(A), which is a level that clearly disturbs concentration and causes tiredness and headaches. The headphones used by operators are not designed to block out additional noise. In addition, suitable ergonomics for avoiding eye strain were found to be lacking. The study found that nine out of 10 operators had suffered some type of physical ailment in the past month (Figure 2). Some 10% of their entire working time was spent on sick leave, a figure which may be seen as indicative for the sector as a whole.