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Posted By Terry Reading
Hi again
Seems a day for strange requests coming across my desks. Anyway, try this one and see what you all think.
In order to reduce time answering calls our call centre have proposed introducing wireless headsets so that staff can keep them on all day and not have to 'log on' each time they move away from the desk (During quieter times staff move around and fetch files to work on, photocopy documents, etc.).
The question raised by the Union was this:
Is there any studies or known effects from the physical aspects of wearing a headset almost continuously for a 7/8 hour shift?
I'm not talking radiation, but the pressure on the ear/head. My initial reaction is "not if it's adjustable and a good fit", but as I have no safety collegues to bounce this off (following recent cut-backs...but thats another story) I thought I'd ask if any of you had come across this with call centres before?
And before anyone says it, no it is not run like a 'sweat shop'. Staff do get breaks and it's a pleasent environment. It's just that call volumes are not very predictable and the idea - I believe - is to be able to respond quicker with sudden increases in calls and reduce que times.
T.
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Posted By Nick House
Hi Terry
Part of our set up is similar to that of a 'call centre' environment - i.e. sales and support people making and receiving calls all day (again, with sensible breaks).
The amount of 'talk time' varies considerably both day to day, and also month to month (possibly due to the nature of our business).
None of the people I have working here have encountered such problems with balance, headaches, fatigue, etc., neither has ther ebeen a trend towards ear infections, etc. Most people that use headsets use the 'hard wired' version that plugs into a 'booster box' then into the telephone base itself.
However, I do have several people who use the wireless versions. Again, the people that do use these wireless headsets do not have a problem. I find them to be very similar to the bluetooth headsets that are becoming common with cellular phone users. As long as they are a good, comfortable fit, and the volume is adjustable, generally there isn't a problem with modern headsets.
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Posted By Stephen A
Hi Terry
If I may I'd like to make a few observations on the issue you raised.
There is a view that 'multi tasking' i.e wearing a phone headset and engaging in conversation while carrying out other tasks could be potential Hazardous.
Example , someone carrying a box across an office whilst engaging in a hands free conversation trips, due to not paying attention to environment.
The company could be liable due to encouraging employees to engage in 'multi-tasking' with the handsfree headset.
Also, it could be a matter of choice, some people are more sensitive to headsets than others, pressure on the ear, non adjustable ear,and the simple fact that people have the choice if they do or do not want to work with them.
Regards
Stephen
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Posted By Ian Dakin
Hi Terry
One other factor that should be considered is hygiene. If staff are wearing the headset for longer then the risk of ear infection may increase so staff should be encouraged to clean the headset regularly with a sterilizing wipe.
Ian
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Posted By MetalMan
Stephen A are you serious about your multi tasking comment? Well that's the last time I have a conversation with the wife while washing up, I might get distracted and accidently sever my arm! I mean I can understand the possibility of it happening when carrying out dangerous activities, but moving round an office? What are we all doing wearing hands free headsets?
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Posted By Stephen A
Yes, I am serious. Having seen Claims processed and having spoken with Claims specialists Solicitors and Barristers, they can skillfully turn this around to a scenario where the Company and Insurers are liable.
This then filters down to "Who's idea was this?"
Steve
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Posted By holyterror72
A very good reason to enforce a 'no talking whilst working' policy. I know many who would support this.
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Posted By MetalMan
Steve, does this not show then why joe public has a dim view of health and safety? It's the blame culture thing, "I hurt myself while working as they let me talk as well!" If we have to start taking into consideration restricting people talking while working in case they have an accident then we are as guilty as the ambulance chasers, a case of we make the bullets and the claims companies fire them back at us!
How on earth do you start restricting talking?
As for the Holyterror, I think restricting talking while at work may not be the best option for a call center, or was that your point?
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Posted By Ron Hunter
T oStephen A: I and hopefully others out there support your viewpoint on the increased potential for accident whilst distracted in this way.
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Posted By Terry Reading Thanks to all of you that have supplied your comments. To clarify, at the moment the idea is to enable calls to be initiated when people are not at their desks - they would have to return to the desk to pull up customers files - not carry on trying to do other things (though I wont mention this to management or they might latch on to this as a good idea!!) I would not condone multi-tasking in a hazardous environment - that's why sensible people dont use the phone while driving, even hands free - but a certain amount of multi-tasking in daily life is inevitable. I would urge anyone who has yet to read the HSE's initiative on sensible risk management, for the sake our professions and your own credibility, to do so. Here's the link: http://www.hse.gov.uk/risk/principles.htmAgain, thanks to those who took the time to comment. T.
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Posted By MetalMan
I work in a manufacturing environment where people have to communicate as part of a team to carry out some quite hazardous tasks, nobody has lost an arm yet! I honestly do think that when you have to start looking at hazards posed by people talking and working in low risk environments you really are in trouble. Does nobody talk to their passengers or tune the radio in the car? There are times when you can risk assess something to death and then we get to the situation that kids have to wear eye protection to wear conkers! Personally I like to concentrate on "Significant risks", not providing the staff with titanium umbrellas just in case they are hit by small meteor fragments when walking to their cars! The HSE's new initiative, yes, I think it's called "Sensible risk management" isn't it
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Posted By MetalMan
Sorry, that should of read "play conkers" wearing of conkers as a fashion accessory would be quite strange, and slightly disturbing!
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