This online course on occupational health and safety in call centres explores two health and safety issues of call centre work: display screen equipment (DSE) and telecommunication headsets.
This technology poses both physical and psychological hazards that anyone working with this equipment must be aware of. Employers have a legal duty to provide their employees with sufficient instruction and training to work safely with any type of equipment used in the workplace.
This course helps employers fulfil their legal duties under the Health and Safety at Work Act 1974, the Management of Health and Safety at Work Regulations 1999, and the Display Screen Equipment Regulations 1992.
Work with desktop computers, laptops, and handheld devices present a range of hazards, that can result in significant health problems. These include:
- Musculoskeletal problems
- Visual fatigue
- Psychological stress
A survey conducted by the Health and Safety Executive (HSE) found that DSE users suffered from health issues due to the work. Of those surveyed, the issues reported were as follows:
- 52% headaches
- 58% eye discomfort
- 47% neck pain
- 37% back pain problems
- 39% neck pain problems
In total, close to 480,000 employees suffered from work-related musculoskeletal disorders in Great Britain, according to a recent report. This amounted to numerous days loss to sickness absence and much pain and suffering on the part of the individuals affected.
In addition to the moral and financial reasons to protect staff from this hazard, it is also a legal requirement. The Health and Safety (Display Screen Equipment) Regulations 1992 stipulate that all employees must be provided with adequate training and information for any workstation which they are required to work.
Employers are expected to perform risk assessments for any hazards their employees face, and put in place necessary controls to manage the risk, including those posed by workstations.
For more information on understanding these duties, Human Focus’ Call Centre Health and Safety for Managers course will provide further information. It is designed to provide employers, managers, and health and safety officers a guide to health and safety in call centres, while maintaining compliance.
This training course is designed to raise basic awareness of health hazards that are associated with using display screen equipment and telecommunication headsets in a call centre work environment. It also looks at how these risk to human health and well-being can be minimised.
This accredited call centre training requires:
- No prior subject knowledge
- No course certification requirement
This health and safety e-learning course is designed for any staff that use display screens and telecommunication headsets.
The course is also valuable for those who want to learn about managing the risks associated with DSE and workstations in modern call centres.
By the end of this health and safety training for call centre, delegates will understand:
- The nature of the hazards associated with DSE and telecommunications headsets
- Safety measures to reduce the risk of health problems. This includes guidance for:
- Operating a mouse
- Headset use
- Hygiene to avoid disease and infection
- How to avoid tired eyes and headaches
Human Focus training about health and safety rules in a call centre offers the following features:
- User-friendly and interactive
- Easy tracking and record keeping
- Accessible anytime
- Short yet concise
CPD-certified certificate issued immediately upon completion.
The main hazards associated with call centre work are physical and psychological. Repetitive strain injuries are one of the most common physical injuries caused by call centre work. This is a condition or injury caused by doing the same thing repeatedly at work – for instance, continued mouse movement. Symptoms may reveal themselves such as aches, pains, or soreness in the hands, arms, back, or neck.
Psychological stress may be less easy to identify. Different people react to stress in different ways. You may experience anxiety, a lack of ability to concentrate, or something else entirely. However, the key message is that if you feel like something is not right, physically or otherwise, you should bring the issue to your manager right away.
The hazards that you face will vary based on your own work environment and the type of equipment that you use. So, it is always important to follow any specific training that you have been given and follow your own organisation’s policy.
That being said, some questions you can ask to assess your own situation include:
- Is my display screen resolution clear?
- Are the characters on my screen easy to read?
- Is the mouse comfortable to use?
- Is my sitting posture comfortable?
- Does my body feel comfortable throughout the day as I work?
If you answered “no” to any of the above, your workstation may require some adjustments. It may also be beneficial to conduct a full risk assessment of the work you do. It is the responsibility of your employer to carry out the necessary risk assessment for any of the work you do and equipment that you use.
Yes. Ergonomics focuses on the person and his/her interaction with the workstation and the working environment. Therefore, each workstation needs to be assessed to for each person.
DSE are any equipment or devices that have alphanumeric or graphic display screens. They include personal computers, laptops, tablets, and smartphones.
There is no set specification on how frequent a break should be taken when using DSE. Ideally, the rest length should reflect the intensity of the individual job. However, in general, no continuous period of work on the screen should exceed one hour.
Moreover, short breaks are more satisfactory than longer breaks that are taken less frequently. Recent research highlights the importance of breaks and the types that are most effective. Breaks of about 10-15 minutes taken hourly that are completely free from work have been shown to improve overall productivity.