Assessment of work-related stress in the Customer Care and
#organizationalchange #resilience #smartresilience
In view of important organizational changes that will affect the call center personnel and the technical staff of Telecom in 2014, BSD has been asked to lead a project with a dual purpose: the evaluation of psychosocial risks for the different groups of employees affected by the changes and identifying new tools to optimize the change management.
For the study both qualitative and quantitative tools have been used, such as document analysis, field observation, focus groups and (standardized and ad-hoc) questionnaires.
The results defined the well-being and the stress risk for different groups of workers, and have also identified a number of possible concrete actions for improvement, as well as a set of tools for the “management, communication and monitoring” of the effects of organizational change, able to support both the management, and the workers involved in the project.