CEPU Logo Occupational Health & Safety Resource Kit.
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The Call Centre Workstation
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The Call Centre Workstation
Keyboard placement: Place the keyboard in a position that allows the forearms to be close to the horizontal and the wrists to be straight. That is, with the hand in line with the forearm. If this causes the elbows to be held far out from the side of the body then re-check the work surface height.

Screen placement: Set the eye to screen distance at the distance that permits the easy focus on the screen. Usually this will be within an arm's length. Set the height of the monitor so that the top of the screen is below eye level and the bottom of the screen can be read without a marked inclination of the head. Usually this means that the centre of the screen will need to be near shoulder height.

Comic drawing
Desktop layout: Place all controls and task materials within a comfortable reach of both hands so that there is no unnecessary twisting of any part of the body.

Document holder: Place this close to the monitor screen in the position that causes the least twisting or inclination of the head.

Posture and workload: Change posture at frequent intervals to minimise fatigue. Avoid awkward postures at the extremes of the joint range, especially the wrists. Take frequent short rest breaks rather than infrequent longer ones. Avoid sharp increases in work rate. Changes should be gradual enough to ensure that the workload does not result in excessive fatigue. After prolonged absences from work the overall duration of periods of keyboard work should be increased gradually if conditions permit.
Using a mouse: A well-designed mouse should not cause undue pressure on the wrist and forearm muscles. A large bulky mouse may keep the wrist continuously bent at an uncomfortable angle. Pressure can be reduced by releasing the mouse at frequent intervals, by selecting a slim-line, low profile mouse and by using the mouse at a comfortable distance from the body.

Lighting for VDUs: VDUs should be placed to the side of the light source/s, not directly underneath. Try to site desks between rows of lights. If the lighting is fluorescent strip lighting, the sides of the desks should be parallel with the lights. Screen should not be located near a window. If it is unavoidable ensure that neither the screen nor the operator faces the window. If the VDU is well away from windows, there are no other sources of bright light and prolonged desk work is the norm, use a low level of service light of 300 lux. If there are strongly contrasting light levels, then a moderate level of lighting of 400 - 500 lux maybe desirable but high quality anti-glare screens may be necessary.

The basic requirements for adequate lighting are that the work must be easy to see and the light comfortable to the eyes.

Illumination is measured in units of LUX (lumens per square metre). Recommended light levels are based on Australian Standard AS 1680.2.2-1994.

Requirements for interior lighting for office and screen-based tasks are:
  • General background: 160 lux
  • Tasks involving typing, reading, writing: 320 lux.

Glare and reflection: It is important to detect the presence of glare and reflection. To determine whether there is glare from overhead lights whilst seated the operator should hold an object such as a book above the eyes at eyebrow level and establish whether the screen image becomes clearer in the absence of overhead glare. To detect whether there are reflections from the desk surface, the worker should hold the book above the surface and assess the change in reflected glare from the screen.

A number of ways are available to eliminate or reduce the influence of these reflections:
  • tilt the screen so that the reflections are directed below eye level.