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Document ID (ISN)102186
CIS number 03-1231
ISSN - Serial title 0034-8732 - Prevención
Year 2003
Convention or series no.
Author(s) Carol Llopart S.
Title Specific hazards associated with the job of call centre operator
Original title Riesgos específicos asociados al puesto de operador telefónico [in Spanish]
Bibliographic information July-Sep. 2003, No.165, p.36-46. Illus. 3 ref.
Abstract This article presents a systematic analysis of the hazards associated with working in call centres. After identifying the general hazards associated with office work, it goes on to focus on the hazards associated more specifically with this type of work, such as mental workload, work organization and working conditions, as well as working at screens, with a keyboard and a mouse. Proposals are made for the ergonomic layout and organization of the workplace. A series of measures are proposed, aimed in particular at improving working conditions in call centres, preventing mental workload among operators, making their work easier and limiting errors.
Descriptors (primary) risk factors; telephone exchanges
Descriptors (secondary) work organization; mental workload; visual display terminals; job study; conditions of work; workbreaks; ergonomics
Document type D - Periodical articles
Country / State or ProvinceSpain
Subject(s) Commerce, services, offices
Broad subject area(s) Industries and occupations
Browse category(ies) Communications industry