Update your details
CHANGED ADDRESS?
Call Centre Stress Test
Wednesday, 2 January 2008
Print  |  Email

Stressed Call Centre Person

Maybe its the Stress?

Overwork, bullying, low job control & satisfaction, unrealistic targets, poor work organisation & pace of work can all cause work stress. Many jobs involve some level of stress, but when it affects the health of staff problems arise. A workplace with high stress may suffer from high absenteeism, higher risk of mistakes & accidents, poor morale, demotivation & high labour turnover.

Take the stress survey to see if your workplace qualifies as a stressful one.

Please note that this test is confidential and anonymous. The results will be used to help identify workplace stressors so that the FSU, in partnership with management can produce an action plan to reduce workplace stress levels.

There are two ways you can take the stress test:

  1. 1. Online survey (see below)
  2. 2. Download the attached PDF version of the survey, fill in and fax back to us on 02 9273 8280. 
  3. Call Centre Stress Survey.pdf
 
PART 1: PEOPLE TEST
Organisation/Workplace Name
Location
 
Part 1 - Section A
Do you generally suffer from these symptoms?
Frequent Headaches
Depression
Anxiety attacks
Sleeplessness
Indigestion
Continual tiredness
 
Part 1 : Section B
What makes you stressed at work? Please choose the level of stress with 3 being the highest level of stress.
A: DEMANDS OF THE JOB
Long working hours
Too much work
Too little work
Repetitive or monotonous work
Insufficient time to do your job
Not enough rest breaks
Unrealistic targets
......................................................
B: LACK OF CONTROL
Lack of control over work
Work monitoring
Pace of the work dictated by machines
Deadlines which are regularly too tight
Unremitting pressure to perform well
Over-harsh discipline
Too much supervision
Too little supervision
Too little job/task specific training
Not enough time allocated to training
......................................................
C: WORK- LIFE BALANCE
Inflexible working hours
Unsympathetic management
Unfair pay system
Failure to recognise achievements
Skills not being fully utilised
......................................................
D: RELATIONSHIPS AT WORK
Bullying
Sexual, racial or other harassment
Discrimination or prejudice from colleagues or managers
Risk of violence and abuse from customers or service users
Working alone
Lack of communication between colleagues
Lack of communication between staff and management
......................................................
E: CHANGE
Lack of job security
New management techniques
Restructuring
Lack of consultation over changes
......................................................
F: CONFLICTING ROLES
Unclear job responsibilities
Conflicting responsibilities
......................................................
G: WORKING ENVIRONMENT
Heat or cold in the workplace
Poor lighting or lack of natural light
Untidy or unclean working areas
Overcrowding or cramped work areas
Excessive noise, fumes or dust
Poor eating and rest facilities
Badly designed, unsuitable or uncomfortable equipment
________________________________
If you scored any of the questions above a ‘3’, please continue the test for questions about workplace practices >
________________________________
 
PART 2: ORGANISATION TEST
A: Does your employer collect details of stress-related sickness absence?
B: If someone took sick leave for stress-related reasons, would your employer attempt to identify whether the stress was work-related?
C: Does your employer have a policy for dealing with workplace stress?
D: Does your employer’s policy on workplace stress cover health and safety, equality and human resources issues?
E: Were safety reps or the union consulted in the development of your organisation’s stress policy?
F: Are audits or risk assessments carried out for workplace stress?
G: Are managers given training on managing workplace stress?
H: Are staff given information on workplace stress?
I: Are staff generally confident that they can report suffering from stress, or give stress as the reason for sickness absence, without fear of discipline?
J: Do managers act in a sympathetic way to people suffering from workplace stress?
K: Are confidential counselling or similar services available for workers suffering from workplace stress?
L: Would your employer be prepared to alter working conditions or practices (such as hours, workload or specific tasks) to help reduce stress?
M: Any other comments or feedback about stress in your workplace?
Thank you for taking part in the stress test. Your responses will remain anonymous. Click on the Go button below to submit your answers.
Contact Details
Jim Piotrowski
 Ph: 1300 366 378
 Fax: 02 9273 8280
 jim.piotrowski@fsunion.org.au

Authorised By: Leon Carter, FSU National Secretary

click here

click here

click here
Latest FSU publications
click here
Latest media releases
click here
Contact us online today
click here
Have your targets for sales of credit products decreased since the financial crisis intensified?
Submit
View Results