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Contact Centres & Workplace Health Report

Contact Centres & Workplace Health Report

Report Overview

This is the first of a three-part PhD project by SCPHRP PhD Candidate Jillian Manner. The aim of the PhD is to understand how organisational and cultural factors impact on the long-term implementation and sustainability of workplace wellbeing programmes.


Health promotion programmes often have mixed success, particularly in workplace settings. Many workplace health programmes overlook cultural and contextual considerations (e.g. understanding organisational needs, priorities and cultural norms, having support from management), which impact effectiveness and long-term sustainability. COVID-19 posed further challenges to workplace health programmes and initiatives. This study aimed to explore the impact of new and existing organisational and cultural factors on workplace health initiatives within UK contact centres during this time of transition. The aim of this report is to investigate and summarise these factors.

Methods used

15 interviews were conducted with stakeholders from various UK contact centres: private (financial services customer service, appliances customer service, market research, software) and public (housing association, NHS). Individuals who work alongside contact centres (trade unions, Workplace Health Specialists) were also interviewed. Interviews took place from February 2021 to June 2021.


Overall, stakeholders felt organisations were prioritising employee wellbeing through implementation of various workplace health initiatives. However, challenges exist in how best to implement initiatives for hybrid working, whilst considering organisational and cultural factors within the individual organisation.

Click here for full report: Contact Centres & Workplace Health Report_2023



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