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Document ID (ISN)76174
CIS number 01-266
ISSN - Serial title 1430-0400 - Computer Fachwissen für Betriebs- und Personalräte
Year 1998
Convention or series no.
Author(s) Menzler-Trott E.
Title Ergonomics problems in call centres
Original title Ergonomieprobleme in Call Centern [in German]
Bibliographic information Dec. 1998, Vol.7, No.12, p.10-16. Illus.
Abstract A call centre which provides advice to customers and accepts telephone orders for the purchase of components for digital television sets is used to illustrate the shortcomings of workplace design and the stress faced by employees in call centres. The call centre with 36 workstations is accommodated in an open-plan office. Each workstation is equipped with a computer and a 21-inch visual display unit in addition to the telephone. The workers have to handle a minimum of three programmes simultaneously on the computer. The visual display units assume much space on the tables leaving very little room for the arms and hands to rest. There is no local illumination and no sound isolation. Pay is low. Time pressure and pressure to achieve a large number of purchase orders are high. Pain in the neck, shoulder and arm, headaches and eyestrain are frequently reported by workers. In addition, job dissatisfaction is high. Aside from an improvement of the ergonomic workplace design it is recommended to train workers to improve their communication skills and to pay them in accordance with their performance.
Descriptors (primary) workplace design; call centres; stress factors; telephone communications; office work
Descriptors (secondary) offices; telecommunications; conditions of work; ergonomics
Document type D - Periodical articles
Country / State or ProvinceGermany
Subject(s) Commerce, services, offices
Broad subject area(s) Physiology, ergonomics
Browse category(ies) Mental stress and burnout
Office work