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Bell, Z, Porcellato, L 
ORCID: 0000-0002-8656-299X, Holland, P, Morris, A, Moran, P and Graves, L ORCID: 0000-0002-3323-313X
(2026)
Sequential mixed methods study: exploring the adoption, implementation and evaluation of contact centre health initiatives.
International Journal of Workplace Health Management.
pp. 1-17.
ISSN 1753-8351
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Abstract
Purpose Contact centre advisors face significant health risks due to poor working conditions. Workplace health initiatives can improve advisor wellbeing, yet the factors influencing their adoption, implementation and evaluation remain underresearched. This two-phased mixed methods study explored UK contact centre health and wellbeing decision-makers’ perspectives on these processes.
Methodology Phase one involved interviews with 11 decision-makers to explore factors influencing health initiative adoption and implementation and evaluation methods and outcomes considered important. Interviews were inductively coded using reflexive thematic analysis and mapped to behaviour change theory (COM-B and TDF). Phase two surveyed 38 decision-makers to assess consensus on phase one findings.
Findings Key factors influencing adoption included leadership buy-in, listening to advisors, money and resource availability, and the perceived need to support employees. Effective implementation relied on manager and team leader buy-in, time for leaders to prioritise initiatives, experienced leadership, and adaptability to employee needs. Centres employed diverse evaluation methods and considered multiple outcomes.
Originality These findings provide novel insights to guide the effective adoption, implementation and evaluation of workplace health initiatives in contact centres, ultimately supporting advisor wellbeing.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Research Institute for Sport & Exercise Sciences (RISES); Public Health Institute (PHI); 1503 Business and Management; 3505 Human resources and industrial relations; 3507 Strategy, management and organisational behaviour |
| Subjects: | B Philosophy. Psychology. Religion > BF Psychology H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Public and Allied Health Sport and Exercise Sciences |
| Publisher: | Emerald |
| Date of acceptance: | 2 February 2026 |
| Date of first compliant Open Access: | 6 March 2026 |
| Date Deposited: | 06 Mar 2026 08:44 |
| Last Modified: | 06 Mar 2026 08:44 |
| DOI or ID number: | 10.1108/IJWHM-05-2025-0094 |
| URI: | https://researchonline.ljmu.ac.uk/id/eprint/28202 |
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