Van Wyk, DinaTaute, Florinda M.2011-03-302011-03-302010-07Van Wyk, D & Taute, T 2010, 'Stressors affecting employee assistance programme personnel within a call centre environment in South Africa', Social Work Practitioner-Researcher, vol. 22, no. 2, pp. 259-276.1011-2324http://hdl.handle.net/2263/16133This article reports on the results of a study of which the aim was to identify stressors affecting Employee Assistance Programme (EAP) personnel in a call centre that provides psycho-social services to employees of contracted companies in South Africa. The researcher implemented a qualitative approach, using a semi-structured interview schedule to interview the EAP call-centre personnel face to face to provide direct, first-hand knowledge. Twelve participants were recruited through the probability sampling technique. Three core topics will be discussed namely; the stress triggers in a call centre in South Africa, the key stressors of personnel of a call centre as identified through research and the effect of these stressors on job satisfaction, productivity and motivation of EAP personnel in a call centre environment. The data that are presented should provide management of call centres with guidelines to improve work performance of personnel.enDepartment of Social Work, University of JohannesburgStressorsEmployee assistance programme (EAP)Call centreEmployee Assistance ProgramsArticle