VIRGIN Mobile is already complying with new call centre guidelines for its 1,200 call centre staff in Trowbridge, according to a senior company manager.

The Health & Safety Executive issued the guidelines after it found many of Britain's two million call centre workers find their jobs stressful.

Andrew Ralston, customer relationship director at Virgin's Trowbridge-based mobile phone business, said: "We welcome the report itself and the fact it recognises the importance of customer centres and call centres.

"Virgin has always believed it is vital we look after our staff first and foremost as that helps ensure customer and shareholder satisfaction."

The new report said that half of those surveyed said their performance was monitored electronically all the time.

Team leaders were criticised for constantly urging staff, even shouting at them, to answer phones.

Mr Ralston said: "At Virgin some calls are monitored but it is with the staff's approval and with a view to coaching rather than performance monitoring."

He also confirmed staff are already allowed a five minute break every hour, as the report recommends.

The report also said more training was needed to help staff deal with abusive callers.

"We are here to provide a service to our customers but if our agents feel a caller is being unacceptably abusive they can end the call and we would back them up on that," said Mr Ralston.