NU Online News Service, Feb. 2, 2005, 3:40 p.m. EST

Stress takes a huge toll on the workers who make and take big employers’ telephone calls.[@@]

Researchers at MetLife Inc., New York, present data supporting that conclusion in a new paper that reviews the problems of absenteeism and lost productivity at call center operations.

MetLife claims figures show that call center employees may represent fewer than one-quarter of a typical employer’s full-time employees but may account for more than 60% of its short-term disability claims and family and medical leave absences.

As many as 40% of the workers in a call center may be absent on a typical day, the MetLife researchers report.

The paper also covers topics such as call center worker job functions, demographics and work environments.

The paper is on the Web at http://www.metlifeiseasier.com/disabilityalmanac/archive.asp