1A. Call Center Work Environment Demographics & Characteristics | ||
Type of Center (urban/rural) # TCs Basic Shift Structureb Shift Assignment Processb Overtime Structure (voluntary/mandatory, # hours between shifts)b Break Structureb Benefitsb | Training Protocolsb Absenteeism Levela Attrition (Voluntary, Terminated, Laid Off, Retired)a Current Vacancies/Vacancy Levela Citizen Complaints/Inquiriesa | Mandatory Overtime Requireda General Call Center Stress Levela Call Center Technology-Related Stress Levela Ongoing Training (topic, length)a |
1B. TC Demographics & Characteristics | ||
Gender Age Range Age (years)c Educational Level Race Ethnicity | Position/Role Years Worked as TC Current Shift/Work Schedule Partner Status Children under 18 Years Sick Days Taken (last month) | Vacation Taken (last month) Overtime, Mandatory & Voluntary (last month) Stressful Calls (last month) Regular Exercise Pet Ownership |
1C. Manager Demographics & Characteristics | ||
Gender Age Range Age (years)c Educational Level | Race Ethnicity Years Worked in Center Years as Manager in Center | Fill-in for TCs, # Hours (last month) Current Personal Work-Related Stress Level |