Slightly difference population, but this might be helpful anyway:

Anshel, M. H., Umscheid, D., & Brinthaupt, T. M. (2012). Effect of a combined coping skills and wellness program on perceived stress and physical energy among police emergency dispatchers: An exploratory study. Journal of Police and Criminal Psychology, 28, 1–14. doi:10.1007/s11896-012-9110-x

Hi, Rita:

Very interesting topic. The global call center sector has emerged as a vibrant and economically successful industry in recent decades! Please take a look at the following two recent research studies---that you may find useful:

1. In this study, the authors (Chambel, & Castanheira, 2012) analysed psychological contract fulfillment as a mechanism through which training affects stress in call centers. The hypotheses were tested on a sample of 412 call center operators, using structural equation modelling to analyse their survey responses. The authors argued that the results demonstrated that training is negatively related to workers' exhaustion and that the relationship is fully mediated by the fulfillment of socio-emotional obligations.  The authors found that it was the fulfillment of balanced obligations, and not relational obligations, which mediated the relationship between training and exhaustion. Hence, the authors verified that training was related to lower levels of employee exhaustion through fulfillment of the balanced psychological contract. The authors findings highlight the centrality of psychological contract fulfillment to call center workers, and the importance of training in constructing positive employment relationships with workers!

Chambel, M. J., & Castanheira, F. (2012). Training opportunities and employee exhaustion in call centres: mediation by psychological contract fulfillment. International Journal Of Training & Development, 16(2), 107-117.

2. In this study, the authors (KJellberg, et al., 2010) identified risk indicators for high stress and low mental energy as well as described psych-osocial working conditions at different types of call centers.Participants: 1183 operators from 28 call centers in Sweden, both external and internal, with different levels of task complexity, ownership and geographical location. Method: A cross sectional questionnaire study. Results: The stress level was moderately high and the energy level fairly high. Stress levels tended to be lower and psycho-social conditions better with increasing level of task complexity. Fourteen per cent of the operators were in a state of high stress/low energy ("worn out") and 47% in high stress/high energy ("committed under pressure"). Operators in a state of low stress/high energy ("committed without pressure") were most likely to report a better health status.

The authors argued that the high stress and lack of energy was mainly associated with time pressure, low decision latitude, and lack of social and supervisor support. Time pressure in combination with lack of support and influence should be seen as a potential high risk situation for the development of a "worn-out" state among call center operators. Finally the authors suggest that the management should make use of this knowledge in order to promote a long lasting efficient and healthy call center work!

• Kjellberg, A., Toomingas, A., Norman, K., Hagman, M., Herlin, R., & Tornqvist, E. W. (2010). Stress, energy and psychosocial conditions in different types of call centres. Work, 36(1), 9-25.

Hope this helps!

Nadeem

Thabks for your interesting and useful answers!