Address Ergonomic Problems Onsite Without Consultation
By Chris DiMarco, TMCnet Managing Editor
Ergonomically designed call center furniture and the training that’s needed to make it work for hundreds and possibly thousands in a contact center environment used to be subject to limitations. Of course there were the standard worries about cost and reduction in the productivity of employees during training, but problems like trainee boredom and retention would sap the usefulness of even the most expensive onsite staffer or consultant. If your employees aren’t engaged there’s little chance they’re going to remember how to properly and actively use the ergonomic furniture you just spent a fortune on.
But online training sessions and guides can serve as replacements to expensive consultation services and training. “If a site visit is necessary, the user who completes an on-line course prior to your visit can be ready to process your advice at a higher level. And, with a good on-line program, the user will have materials to refer back to long after you are gone. Retention and reinforcement of better work methods is greatly enhanced,” said ErgoAdvocate Founder Gene Kay in an article with ErgoWeb. Companies like ErgoAdvocate offer consultation and training seminars online, eliminating the need for expensive consultants and training material.
The company adheres to an ergonomic approach based on NASA scientist Brian Peacock’s 70-20-10 ergonomics rule. The first principle is that 70 percent of your workforce’s ergonomic needs can be handled by a simple adjustment of a chair or workspace. 20 percent will require further analysis, this comes into play when people are still uncomfortable after adjustments and may require referencing something like a posture guide or finding better equipment for that person’s space. The remaining 10 percent are people who will not benefit from training or have ergonomic needs that require even deeper analysis than the previous 20 percent, custom furniture and input devices may be needed for someone who falls into this category.
There will be instances where managers will need to go beyond just adjustment and measurement for an individual, but Peacock’s rules as well as ErgoWeb’s advice show that at least 90 percent of problems can be fielded before the needed for further investment.
Chris DiMarco is a Web Editor for TMCnet. He holds a master�s degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of Chris� articles, please visit his columnist page.
Edited by Chris DiMarco