Delivery and implementation of workplace health programmes in UK contact centres: A qualitative study exploring organisational and cultural factors, and the impact of COVID-19

Research output: Contribution to journalMeeting abstractpeer-review

Abstract / Description of output

Contact centres often provide fewer opportunities for promoting health behaviours as compared to other desk-based workplaces which can be attributed to a number of organisational factors. COVID-19 posed further challenges to workplace health in this setting. 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. A total of 15 semi-structured stakeholder interviews were conducted (February-June 2021). Interviews were analysed using a codebook thematic analysis approach, and further discussed using organisational culture theory. Stakeholders felt that, both pre and (more so) post-pandemic, organisations were taking more responsibility for employee wellbeing than ever before. However, efforts varied by organisation and there was a lack of knowledge on best practice for supporting wellbeing in the context of hybrid working. Organisational factors (such as productivity monitoring) presented barriers to implementation of, and participation in, health initiatives. There is a need for organisations to gain an increased understanding of cultural and organisational factors prior to and during wellbeing programme implementation to increase effectiveness and sustainability and support positive organisational change. Subsequent studies should address the identified organisational barriers to health initiatives in the context of hybrid working.
Original languageEnglish
Number of pages1
JournalPsychreg Journal of Psychology
Volume6
Issue number3
Publication statusPublished - 1 Sept 2022
EventSchool of Health in Social Science PGR conference 2022 -
Duration: 20 May 202220 May 2022

Keywords / Materials (for Non-textual outputs)

  • COVID-19
  • contract centres
  • health programmes
  • organisation
  • workplace

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