This call centre manager training course provides managers and supervisors of call centre staff with the practical tools necessary to avoid the health and safety risks associated with this work.
The standards of health and safety in modern call centres have been a recent subject of concern for both employers and enforcing authorities. A call centre job involves the same health and safety hazards found in any modern workplace.
One of the key risks associated with display screen equipment (DSE), musculoskeletal disorders, is often linked to repetitive strain injury and poor posture. In addition, research from the Health and Safety Executive (HSE) shows that frontline call centre handlers tend to deal with more stress than other occupations.
Anyone overseeing the work of call centre personnel plays a vital role in ensuring call centre health and safety and must be competent and suitably trained for this duty.
There are several health issues specific to working in call centres. Along with the physical factors, such as poor working posture, there is a risk to psychological health. Moreover, issues such as stress, anxiety, and depression can increase the risk of physical ailments.
The latest HSE guidance states that both the mind and body must be protected for safe display screen work. It is essential that this is accounted for in any call centre health and safety policy, and that managers and supervisors understand how their actions will influence the health and safety of their staff.
This e-learning course trains call centre managers to deal with the psycho-social risks related to their occupation. This programme discusses the key guidance and practical recommendations for the managers responsible for protecting their workers.
Employers have 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. Anyone working with this type of equipment must be provided with the tools and knowledge to work safely, including competent supervision.
The primary objective of this call centre e-learning programme is to make delegates aware of the physical and psycho-social factors that must be taken into account when protecting the health and safety of call centre staff.
Completion of this online training course ensures that trainees completely understand this process. It also aims to provide an understanding of the consequences of workplace hazards, including threats to employee productivity.
The call centre manager training courses require:
- No prior subject knowledge
- No certification requirement
Trainees will be able to learn about:
- The health and safety risks associated with working in a call centre
- The problems and issues call centre staff face at work
- The main requirements of the current best practices for display screen work
- The associated health risks and ways to minimise them
- The simple and subtle measures that may be taken to improve health and safety at work
Although this e-learning programme will benefit anyone working in a call centre, it is specifically designed for managers and supervisors of call centre staff that work with display screens and is ideal for teaching hands-on ways to deal with the psycho-social hazards of call centre work.
On completing the training programme successfully, delegates will:
- Understand the lawful standards of health and safety in the call centre
- Learn about call centre advisor duties to prevent risks to the health and safety of employees
- Learn about the health and safety risks to physical and psychological health associated with display screen work
- Be able to apply the current best practices for display screen work safety
- Be familiar with the latest guidance about working safely with display screens
Human Focus for Call Centre Health and Safety for Managers training has the following advantages:
- 24/7 support and access to the learning management system
- RoSPA-approved training course
- Short and informative Highly engaging video
- Mini-quizzes throughout to support comprehension
Upon completion of the course content, delegates will gain access to the end-of-course assessment. This is a pass or a fail assessment consisting of multiple-choice questions. Participants must score 80 or more to get a training certificate.
The trainee will be emailed a downloadable Rospa-approved certificate upon passing the end test successfully. Users are allowed two attempts to pass the end assessment and earn their certificate.
A call centre advisor can cope with the health and safety of their staff by:
- Checking for the safety risks of working with screen equipment and from the combination of repetitive strain injuries
- Identifying the root cause of staff turnover rate
- Providing proper instruction and training to the call centre staff to work efficiently
Best practices for effective call centre management includes:
- Hiring the right persons to fit for the job
- Providing thorough training and guidance to the call centre staff on health and safety issues related to working with display screens
- Prioritising employee engagement
- Communicating regularly with the staff
A good team leader in the call centre has the following traits:
- Strong interpersonal skills
- Strong organizational skills
- Strong communication skills that work with management to identify and deal with any hazards