UNISON call centres: members' experience of health and safety

This report outlines the data collected from a survey conducted in 2011 as part of a wider project examining health and safety in call centres. The end product of the whole research project is to be a revised set of guidance and advice for UNISON reps in call centres. The sub project reported on here contributes quantitative data gathered after members were invited to participate in an on-line survey. There are pertinent aspects of health and safety not covered by the survey, and mostly this is where there is existing data and/or a survey is inappropriate to gather such data. This report is the basis for the 'UNISON calling' guide to organising in call centres. The questionnaire was developed and administered by the Centre for Organisation Research and Development (CORD) which is part of Portsmouth Business School. We are indebted to UNISON Health and Safety staff (notably Hope Daley) and National Sector Officers (notably Steve Bloomfield) who put considerable time into reviewing and suggesting questions. Their input undoubtedly made this a more appropriate questionnaire. An invitation to complete the questionnaire was distributed by email and cascaded through the UNISON membership. It is never clear exactly how many people receive invitation emails, hence calculating a response rate is not possible. A paper version of the questionnaire was also made available, and this was completed by 25 individuals who sent their replies back via UNISON’s Freepost arrangements. (NOTE: For this Draft Report paper-based replies have not been included).