Fostering Engagement and
Improved Quality of Life
for Financial Services Call
Center Employees
Part Two: Call Center
Recommendations and Strategies
Rebecca L. Scott, MPH
OvERvIEw OF THE CaLL CEnTER wORk EnvIROnMEnT
In Part One of this series on financial services call centers, we reviewed the physiological and psychological outcomes of call
center work, and the effects that these can have on organizational outcomes. In Part Two, we will examine components of the
call center work environment and discuss recommendations and techniques to promote better engagement and a healthier
working environment.
In the article Sick and Tired? Working in the Modern Office, Baldry and colleagues argue that occupational ill-health can be
best understood and addressed by examining the three interrelated components of the work system: the social environment,
the proximate environment, and the ambient e Fostering Engagement and Improved Quality of Life OvERvIEw OF THE CaLL CEnTER wORk EnvIROnMEnT In In addition to optimizing temperature, lighting, Other Amenities and Services: Around 70% of call Employee Empowerment: While it may be necessary f References 1 Baldry, C., Bain, P., & Taylor, P.