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Posted By Stew Anthony
Has anybody got a copy of a risk assessment for a call centre (or call handler role) that they wouldn't mind sharing?
Having read HSE circular 94/2 that indicates that call centres should be assessed, am I right in thinking that the following should be covered - DSE, stress, voice, eyesight, hearing/headset and verbal abuse (amongst others) along with general office issues.
I've had a scout around the Internet, but I can't find anything detailing call centres.
Any advice would be appreciated.
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Posted By Paul Leadbetter
Stew
Have you tried the Call Centre Association?
Paul
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Posted By Stew Anthony
I've had a look through the site, but I can't really find anything.
I think LAC 94/2 provides enough information, although it would be interesting to see what others have done.
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Posted By Geoff Parkinson
Hi Stew,
I manage the H&S for a call centre in the UK and one in India. I'll e-mail you my risk assessments to hopefully help you solve your problem. I can't do it until Monday though, hope that isn't too late.
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Posted By Stew Anthony
No, not at all. That would be much appreciated.
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Posted By PETER GANNAWAY
Geoff,
I would be interested in a copy of your RA also.
peter
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Posted By A.Dennis
The LAC guidance is certainly a good start. But you will find that the assessment will need continual revision.
The problem areas you will tend to find - and rarely have adequate control measures are mental health, stress, acoustic shock, headset hygiene, adequate appraisal of the work-load. selection of staff, shift patterns, and as always the HR department.
The risk assessment will need constant review I would say at least every 3 months - particularly if there is high volume of outsourced work.
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Posted By Jem
Stew,
Accoustic Shock/Startle is a big cause for concern within the Contact Centre industry. Take a look at the Acoustic Safety Program website for further information.
This is an absolute must for you risk assessment, I have Powerpoint and proof of learning if you are interested.
Jem
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Posted By D H
Maybe tongue in cheek but;
IMHO - what about the "clients" who call, or are being called by these centres?
Annoying calls at tea time, or the inability of the centre receivers (I will put you to level 2 enquiries!) to answer simple questions due to language or technical difficulties - especially where you are paying the costs.
How about risk assessment on stress of callers or receivers of calls?
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Posted By Ian Clay1
Geoff
I am about to start on a risk assessment for a proposed call centre. I would be interedted in getting a copy if at all possible?
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Posted By Ryan Pavey Hi, I believe we may possibly be able to help. EssentialSkillz offers a DSE training and risk assessment software solution which covers a lot of what you are looking for. For more information please visit our website; www.essentialskillz.com. With kind regards, Ryan
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Posted By Stew Anthony
Geoff,
Could you please drop me a line concerning the risk assessments?
Cheers.
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Posted By Kenny McGillivray
Hi Geoff
would appreciate copy of your risk assessments if possible
Thanks
Kenny
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