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Document ID (ISN)78632
CIS number 02-975
ISBN(s) 3-89701-829-2
Year 2002
Convention or series no. Fb 954
Author(s) Sust C.A., Lorenz D., Schleif H.D., Schubert P., Utsch A.
Bundesanstalt fŘr Arbeitsschutz und Arbeitsmedizin
Title Call centre design - Planning and layout of call centres based on occupational safety and health science
Original title Callcenter-Design - arbeitswissenschaftliche Planung und Gestaltung von Callcentern [in German]
Bibliographic information Wirtschaftsverlag NW, Postfach 10 11 10, 27511 Bremerhaven, Germany, 2002. 228p. Illus. 46 ref. Price: EUR 18.50.
Abstract The objective of this research project was to analyse the layout of call centres in Germany from the standpoint of occupational safety and health. Based on interviews of experts and responses to more than 1000 questionnaires addressed to centre managers, it was possible to classify the call centres into one of four types. Seven representative enterprises were then selected for in-depth ergonomic evaluation. A standardized questionnaire was sent to 144 operators and 12 supervisors. Noise, lighting and environmental measurements were also carried out. Several stress factors were identified (low control, poor acoustic and environmental conditions). Recommendations were made in the areas of work organization, work-time schedules, tools and working conditions. environment measurements. Two proposed call centre layouts are presented. A knowledge databank based on the information received for this project is available for downloading from the site .
Descriptors (primary) Germany; ergonomics; telephone exchanges
Descriptors (secondary) lighting; work organization; report; ergonomic evaluation; noise level; visual display terminals; stress factors; workplace design
Document type E - Books, reports, proceedings
Country / State or ProvinceGermany
Subject(s) Commerce, services, offices
Broad subject area(s) Physiology, ergonomics
Browse category(ies) Communications industry