For an ergonomic process to be successful in a call center arena, it must produce sustainable reductions in occupational illness and employee turnover. It must also directly contribute to operational efficiency and reduce total costs of operations and costs per call.
Only a year ago, ergonomics was all over the place. Articles were featured on CNN with endless analyses of OSHA's proposed workplace regulations, which would have required extensive ergonomic standards and practices in most U.S. workplaces. On March 20, 2001, however; President Bush used a little-known law called the Congressional Review Act to kill the legislation. At that point, legislated ergonomics was history.
It is for that reason that securing your call center against computer-related hazards should be a primary concern. The cost and frequency of injuries has not decreased in the absence of regulations. Call centers must now establish their own training and prevention programs without any cohesive national standards. Why, because the cost of even a single claim can far exceed the price of ergonomic enhancements for an entire call center. This means that an early proactive stance on prevention can save thousands of dollars by preventing even a single injury.
Aside from a sense of "doing the right thing," call center managers can achieve important bottom-line benefits from an ergonomics makeover. Agents are the lifeblood of every call center, and savvy managers do everything in their power to maintain a competitive workforce. Creating an easy-to-use environment boosts morale, helping to reduce costly turnover and attract quality staff. It can reduce absenteeism and expensive worker's compensation claims.
Don't make the mistake that most companies do by cutting short-term expenses to stay in the black. Examples of these would be: group training as opposed to individual or personalized training or purchasing smaller accessories such as glare screens and headsets versus big ticket items such as ergonomic chairs.
What would an ergonomically correct call center look like? It is not so much how the call center itself looks, but rather how the agents in the call center are working. For example, educating agents on the importance of changing positions often, taking breaks from the computer, and exercising the eyes by shifting focus away from the computer screens and looking at distant objects are important strategies for avoiding health problems.
In addition, providing good ergonomic seating and work surfaces that are adjustable can provide a safer work environment. They can then raise or lower the chair or work surface depending on the task they are performing. Footrests can help alleviate lower back strain and wrist and palm rests are helpful for those who spend a great deal of time keyboarding. Posture is also an important factor. Many people imagine that a 90 degree angle is ideal, however; it actually increases the loading on muscles in your lower back. You should try to sit slightly reclined, and keep your elbows at open angles; making sure that your arms are close to your body and relaxed. This can help reduce the likelihood of neck and shoulder pain.
If a new call center is in the works, please remember that it should be designed with ergonomic considerations in mind. If you have an existing call center, it does not necessarily need to undergo an expensive redesign and be rebuilt from the ground up to meet current ergonomic standards. You can perform an "ergonomic makeover" that can achieve most of the benefits at a fraction of the cost. The makeover should cover the three aspects of work: the physical, the environment and the emotional. The physical covers achieving a good fit between agents and their workstations. The environment covers lighting, air, temperature and other key aspects of the workplace. The emotional relates more to feeling of well-being.
Remember- Good ergonomics is ultimately good economics!
Source: http://www.contactcenterworld.com/print_page.asp?s=ar&itemid=D8FA946B-7669-44CA-9621-6EF2025E297D
