Springe auf Hauptinhalt Springe auf Hauptmenü Springe auf SiteSearch

Ergebnisse eines Modellprojekts zur Prävention branchenspezifischer Erkrankungen in einem Kunden-Service-Center
Reduktion von Fehlzeiten, Verbesserung des gesundheitlichen Befindens, Abnahme von Stresssymptomen

Introduction: The work in a call center makes special demands on employees and involves particular stress. Because of above average absenteeism, a call center unit of an insurance company started implementing health workshops for groups of workers. The results were unambiguous. The employees wanted more social support in form of operational health promotion. Therefore a six-month model project tailored to the specific requirements of the company was set up.
Methods: The project started with a status analysis based on medical examinations. The main components of the intervention program were breaks for gymnastics and relaxation, ergonomic coaching to optimize the work place, nutrition advice as well as courses for the top management. Evaluation and controlling of the program involved a variety of tools. Interviews and standardized questionnaires were used to evaluate subjective parameters, the so-called soft factors. The medical controlling included a stress analysis, while the economic controlling was based on absenteeism analysis.
Results: Besides an improvement in the subjective well-being of the participants, the medical data revealed a high reduction of stress situations. The number of staff away sick was reduced by 31 per cent.
Discussion: Both employees and employer benefited from the project. There was an improvement in the health and well-being of the employees and an economic advantage for the employer. It seems that company health programs are an effective tool for the prevention of health risks caused by growing work strain and the future problems of an aging staff.