Workplace health programs often fail, and Griffith University research uncovered it is not due to lack of staff interest, but because of entrenched organisational barriers that limit staff participation.
Researchers investigated the barriers to engagement with critical wellness initiatives in call centres, which are a major global industry and include call operators in insurance and banking, health and abuse hotline workers, and emergency dispatchers.
Lead author from the Centre for Work, Organisation and Wellbeing Dr Charlotte Brakenridge said while wellness programs were available, employees often lacked the time, space, and support required to engage meaningfully.
"Staff need dedicated time and organisational support to participate in wellness initiatives in office-based environments," Dr Brakenridge said.
Despite strong motivation among workers to adopt healthier behaviours, the research identified persistent barriers including:
- Excessive workloads and long hours
- Unsupportive or controlling management
- Poor job security
- Pressure to avoid breaks or sick leave
- Inadequate facilities, equipment, or sit-stand desks
- Noisy or unsupportive work environments
- Low energy and preference to rest after work
These factors contributed to negative health outcomes such as weight gain, depression, musculoskeletal discomfort, and unhealthy coping mechanisms including poor nutrition, physical inactivity, and alcohol use.
The findings highlighted successful health promotion strategies needed to address the broader organisational context and not just individual behaviours.
"A whole-of-workplace approach is essential," Dr Brakenridge said.
"This includes fostering a supportive culture, active manager involvement, peer encouragement, and allocating time for staff to engage in wellness activities.
"Workplaces should include diverse and engaging communication strategies, such as posters, events, presentations, and social media, rather than relying solely on email.
"Supportive co-workers consistently emerged as a key positive influence which helped staff to manage stress and encouraged participation in health initiatives."
The paper 'Barriers, facilitators and acceptability of health promotion initiatives and behaviours in contact centre workers: A systematic review' was published in the journal of Safety Science and provides actionable insights for policymakers and organisational leaders seeking to implement effective workplace health interventions.
