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- CONTACT CENTER Occupational Safety and Health Center Department of Labor and Employment
Lesson 1. Learn from the past and prepare for a better future
Types of Hazards
Chemical hazards
Physical hazards
Ergonomic stresses
Biologic hazards
Types of Hazards
Chemical hazards
Formaldehyde Cigarette smoke Carbon monoxide Carbon dioxide Cleaning Agents
Types of Hazards
Physical hazards
Poor office lighting Noise Dry air Air currents
Types of Hazards
Pollens, allergens and dusts People, plants, mites, pests Condensed water in air conditioners, clogged drains, etc.
Biologic hazards
Types of Hazards
Limited workspace Simplified work Repetitive task Shiftwork (esp. nightwork) Mental and physical workload
Ergonomic stresses
Lesson 3.
Mere exposure to hazard does not cause harm to safety or health
Repetitive exertions Posture stresses (including static posture) Forceful exertions Contact stresses Job design Work organization Workstation dimension
Lesson 4.
Diseases of Workers
Many diseases of occupational cause are multifactorial,with non-occupational factors playing a role. Personal characteristics, other environmental and socio-cultural factors usually play a role as risk factors for these diseases.
HARMFUL EXPOSURES EARLY IN WORKING LIFE MODIFY NORMAL COURSE OF PHYSIOLOGICAL CHANGES DUE TO AGEING ALONE
Hearing loss comes with ageing But hearing loss can occur much earlier due to occupational exposure
Voice disorders
Intensive verbal interaction with clients one of the contributing factors (Jones K et. al., 2002)
Eyestrain
Poor lighting conditions and intensive computer use (Putnam C et. al., 2000)
Problems due to psychosocial and work organization stressors (Putnam C et. al., 2000)
Increased reporting of health disorders Negative work attitude (boredom, job dissatisfaction, anger, etc.)
Methods
Case study of 5 call centers Purposively selected employees from one (1) company
Questionnaire to collect data about personal circumstances, occupational profile, medical and psychosocial conditions Company profile Data will be collected regarding the organization in terms of size, tasks, type of clients, work organization, working hours, etc. Information on incentive system will also be gathered.
Results
5 call centers Varying tasks of operators
1 call center with only interactive computer task (internet online communication) 4 call centers both voice and computer
Results
A Year Established Task 1998 Intensive interactive computer work (chatting) Customer assistance 2002 Voice and computer B 2000 Voice and computer C 1999 Voice and computer D 1999 Voice and computer E
Nature of business
Telemarketing, outbound
Telemarketing, inbound
Gender
80% female
75% female
Age of operators
20 - 35
20 - 25
20 - 25
Results
A Rapid and repetitive keying, prolonged sitting, static exertions of neck, torso, elbow
Results
Wrist/Hand position
Neck position
Trunk position
Frequency of eye symptoms among call center agents (n=73) Eye symptoms With symptom/s in the last 7 days 22 (29%) 4 (5%) 13 (17%) 15 (20%) With symptom/s in the last 6 months 35 (47%) 8 (11%) 24 (32%) 25 (33%)
Redness
Tearing
16 (21%)
10 (13%)
29 (39%)
21 (28%)
Dryness
Sensitivity to light
9 (12%)
15 (20%)
15 (20%)
31 (41%)
Frequency of musculoskeletal symptoms among call center agents (n=72) Musculoskeletal symptoms Neck Shoulder Elbow With symptom/s in the last 7 days 4 (6%) 2 (2%) With symptom/s in the last 6 months 36 (50%) 22 (30%) 2 (2%)
Wrist
Upper back Low back Hips or thigh Knee Ankle or feet
10 (14%)
41 (57%) 33 (46%) 11 (15%) 5 (7%) 7 (10%)
Frequency of hearing and voice disorders among call center agents (n=73)
Hearing and Voice disorders Ear pain With symptom/s in the last 7 days With symptom/s in the last 6 months 12 (16%)
1 (1%)
1 (1%) 3 (4%) 2 (2%) 3 (4%) 2 (2%) 1 (1%)
9 (12%) 15 (20%)
35 (48%) 53 (73%) 37 (51%) 30 (40%) 20 (27%) 17 (23%) 52 (71%)
1 (1%)
4 (5%)
Lesson 6.
Proactive measures are better than reactive efforts
a. High intensity a. Long duration of a. Poor hygiene background noise work b. Lack of training b. Noise from b. Infrequent breaks on proper headsets c. Inadequate maintenance of c. Poor room number of headsets acoustic headsets
Visual Display
poor image quality, flicker, character size (too small or too big)
Work Environment
Work Position
a. poor illumination, upward gaze excessive contrast in visual direction field, glare, reflections b. high vertical position of the display which may lead to dryness c. inappropriate viewing distance between worker and screen, keyboard, document d. dry air (relative humidity <40%) e. air movement >0.5 m/sec
a. static posture b. repetitive keying or mouse manipulation c. non-neutral posture (head or body twisted to one side; wrist flexed or extended; elevated shoulders)
Digestive function reduced at night. Intake of coffee and other drinks containing caffeine Increased incidence of smoking to keep awake at night No access to proper meals at night because canteens are closed at night e. irregular meal times and snack
a. Decreased alertness corresponding to trough of circadian rhythm b. Sleep debt c. Cumulative fatigue
a. Alcohol used to overcome fatigue and sleep debt b. Amphetamines and caffeine used to keep awake at night
Substance abuse
Physical attack
Disruption in the pattern of social practices
Walking very late at night or very early in the morning because public transport may not be available at these times
a. Exclusion from events and activities involving the family, friends or community b. Lack of contact with partners, children and friends c. Inability to pursue education, sports etc.
Policy/Program Implications
needs of women, mothers, young workers policies concerning work shifts, esp. prolonged night work adequate, on-site medical and health promotion facilities
Compensation implications
Recognition of problems of workers in call centers Associated with air quality, ambient noise, noise from headset, human-computer interaction, shift work, etc.
Participatory approach
Participation and involvement from stakeholders Coordinated intervention Learning from
specifications/guidelines,
scientific data best practice
The Link
PRODUCTIVITY
Lesson 7.
Prepare yourself