CEPU Logo Occupational Health & Safety Resource Kit.
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The Call Centre Workstation
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The Call Centre Workstation
A SAFETY CHECKLIST FOR ALL CALL CENTRES
TRAINING
  • Have employees been educated/trained to recognise poor ergonomic risk factors (i.e. awkward postures, repetitive and sustained movements, and forces) associated with Occupational Overuse Syndrome (OOS)?
  • Have employees been trained in the correct adjustment of workstation furniture to enable them to achieve neutral postures.

CHAIRS
  • Is the seat height adjustable for the range of users within the workforce?
  • From a seated position, can the height of the chair be easily adjusted?
  • From a seated position, can the backrest be easily adjusted for height and angle?
  • Is the seat pan width and depth adequate and comfortable when sitting?
  • Do employees' elbows avoid hitting the backrest and armrest (if provided) when performing their job?
  • Can the computer screen be adjusted for height and viewing distance from the seated position?

DESKS
  • Is the desk height adjustable between 580mm & 730mm?
  • If 'no', is there a height adjustable chair and footrest available to achieve neutral postures?
  • Is the desk depth sufficient for the computer screen, keyboard, and document holder?
  • Is the desk wide enough for the task?
  • Is the top surface non-reflective?
  • Is there adequate leg space under the desk?

OTHER EQUIPMENT
  • If necessary, do employees have the choice of using footrests to achieve correct lower limb postures?
  • If necessary, do employees have the choice of using document holders?

TELEPHONE HEADSET USE
  • Is the background noise level low enough that operators do not have to turn up the volume of their headsets?
  • Are the operators' headsets free from sudden bursts of loud noise, such as line interference?
  • Are operators provided with individual headsets?
  • Is there a system of maintaining and exchanging faulty headsets?
  • Are the headsets cleaned on a regular basis, and cleaned prior to issuing to another operator to avoid the spread of infections?

GENERAL
  • Are there clear procedures for employees to report defective equipment?
  • Is defective equipment promptly fixed or replaced?
  • Are employees allowed sufficient time to make correct adjustments to their desks and chairs before they start work?
WORKING SPACE
  • Is there adequate space (eg. for equipment/furniture used at workstations) for employees to work safely?
  • Are employees able to move unhindered and safely around the workplace?
  • Are the floors and surfaces constructed and maintained to minimise the risk of slips, trips and falls?

MANUAL HANDLING TASKS AND KEYBOARD WORK
Are the job tasks free from:
  • awkward postures (static, non-neutral angles of body joints)
  • repetitive movements (more than twice a minute)
  • repetitive or sustained force (for more than 30 seconds at a time)
  • long durations (more than 2 hours over a whole shift or continuously for more than 30 minutes)
  • large force (eg. lifting loads in excess of 4.5kg whilst seated)

LIGHTING
  • Is the lighting level at the workstation adequate for the task?
  • Is the workplace free of excessive glare or reflection?
  • Is adequate lighting provided to allow employees to work safely in the workplace?

VENTILATION
  • Does the ventilation and air movement in the work environment provide adequate thermal comfort throughout the year for the majority of employees?

PSYCHOLOGICAL ENVIRONMENT
  • Are employees provided with sufficient information, instruction, training, and supervision to allow them to do their job?
  • Does regular consultation occur with employees about aspects of their work (eg. conduct of performance monitoring, shiftwork, etc) that may affect their psychological health?
  • Are operators provided with adequate and regular breaks from calls?
  • Are there systems in place for operators to deal with angry, dissatisfied clients?
  • Are the operators trained in the above system to deal with these clients?
  • Are employees provided with opportunities to discuss work tasks, performance and feedback issues with their supervisors?
  • Are employees given the opportunity to participate fully in setting achievable performance targets and the method of conducting performance monitoring?

- From the NSW WorkCover Call Centre Guide