Barriers, facilitators and acceptability of health promotion initiatives and behaviours in contact centre workers: A systematic review
Files
(Published version)
Date
2025
Authors
Brakenridge, C.L.
Silverwood, A.
Potter, R.E.
Oakman, J.
Hadgraft, N.
Goode, A.D.
Mulcahy, S.K.
Healy, G.N.
Editors
Advisors
Journal Title
Journal ISSN
Volume Title
Type:
Journal article
Citation
Safety Science, 2025; 191(106945):1-15
Statement of Responsibility
Conference Name
Abstract
Contact centre work is characterised by prolonged sitting, musculoskeletal disorders and poor mental health. Therefore, health promotion initiatives in contact centre workplaces are vital, yet implementation is challenging because of factors such as high workloads and limited participation opportunities. Through a systematic review, we provide an up-to-date overview of the specific target behaviours, barriers, facilitators and worker acceptability surrounding health promotion in contact centres. Barriers and facilitators were categorised using an ecological model (e.g., individual, psychosocial, physical, organisational levels). We searched seven academic databases (including PubMed) and Google between August 2023 and October 2024. Twenty-one intervention, 33 observational and 24 grey literature reports met inclusion criteria. Risk of bias was assessed by checklists from the Critical Appraisal Skills Program and JBI, and the Risk of Bias and ROBINS-I tools. Information on target behaviours, barriers, facilitators, and intervention acceptability were extracted. Target behaviours for health promotion initiatives comprised sitting, physical activity, diet, smoking and stress. Barriers and facilitators occurred at multiple, intersecting levels. The main barriers to health promotion were psychosocial work characteristics (high workloads, monitoring, low job control, shift work), unhealthy organisational cultures and low worker motivation. Facilitators included colleague and manager support, offline time to participate in the interventions, and physical support from sit-stand desks. Individual sit-stand desks, education sessions, wellbeing breaks, and group-based programs were acceptable. Qualitative studies were primarily low risk, other study designs were moderate or high risk. Health promotion programs for contact centre workers should be tailored to improve work characteristics and culture.
School/Discipline
Dissertation Note
Provenance
Description
Data source: supplementary data, https://doi.org/10.1016/j.ssci.2025.106945
Access Status
Rights
Copyright 2025 The Authors. (http://creativecommons.org/licenses/by/4.0/)
Access Condition Notes: This is an open access article under the CC BY license