Ergonomics For Call Centers
By Daniel Eisman, HealthyComputing.com
One year ago, ergonomics was everywhere. CNN articles featured endless
analyses of OSHA's proposed workplace regulations, which would have
required extensive ergonomic standards and practices in most U.S.
workplaces. Labor groups supported it as a protection of workers'
rights, while many businesses saw it as an intrusion into their factories
and offices and an economic anathema. In any case, the point was moot '
on March 20, 2001, President Bush used a little-known law called the
Congressional Review Act to kill the legislation. Like that, legislated
ergonomics was history.
But the cost and frequency of injuries hasn't decreased in the
absence of regulations. In fact, the void has left many companies with the
same injuries, but fewer guidelines on how to deal with them. Call centers
must now try to establish their own training and prevention programs
without any cohesive national standards.
Securing your call center against computer-related hazards should be a
primary concern. The cost of even a single claim can far exceed the price
of ergonomic enhancements for an entire call center, so an early proactive
stance on prevention can save thousands of dollars by preventing even a
single injury.
Budget Ergonomics
Good ergonomics is ultimately good economics. But ergonomics requires a
long-term view toward cost-cutting and injury prevention, and it's often
hard to justify changes in the short term. In a depressed economy,
companies cut short-term expenses to stay in the black, even if this doesn't
provide the best long-term solution. They'll often look to alternative
or low-cost methods, such as group training (as opposed to
individual/personalized training), and a shift from purchasing big-ticket
items (such as chairs) to smaller accessories, such as glare screens and
headsets.
So how can you reduce the risk of computer-related injuries while
staying under budget? First, realize that ergonomics is not just about
products ' good usage habits and proper workstation setup are half the
battle. Getting your employees to sit further from their monitors or add a
footrest to support dangling feet may be all you need to reduce the
frequency of headaches and lower back pain. Following are some guidelines
to offer your employees.
Ergonomic Guidelines
Watch your posture and keep 'open' angles. Many people imagine
that a perfectly upright position is ideal, yet sitting at 90 degree
angles actually increases the loading on muscles in your lower back. Try
to sit slightly reclined, and keep your elbows at open angles (100 to 110
degrees). Make sure that your arms are close to your body and relaxed;
this can help reduce the likelihood of neck and shoulder pain.
Change positions periodically and take short breaks. Staying in
one position for too long can increase the stress on muscles and joints,
leading to discomfort and fatigue. Taking 'micro-breaks,' even a walk
to the water cooler after 30 minutes in front of a computer, can help
break this cycle. Moving will also promote good circulation and improve
comfort. Remember that there isn't one 'best' position in which to
sit; change positions frequently throughout the day.
Learn to recognize the symptoms of injury. It's important to
realize the early signs of a developing injury. If caught in time, most
problems are almost entirely reversible through a change in habits or
hardware. People sometimes overlook common symptoms, however, or don't
associate them with computer use. For instance, glare on your monitor can
lead to headaches, a problem most people wouldn't think to trace back to
computer use. Learn the common symptoms of computer-related maladies and
catch the little problems before they become big ones.
Prioritize your accessories. In many cases, ergonomic products
can help you achieve proper positioning or prevent maladies. But what
should you purchase if your call center is on a limited budget? The most
important accessory to acquire is a good chair, followed closely by an
adjustable keyboard tray and a good anti-glare filter. Your chair should
be adjustable for height, lumbar support and tilt (many chairs offer
additional adjustments), while the keyboard tray should be at least
height- and position-adjustable. (In a crowded call center, you may want
to consider a tray that slides under the desk to save space.) In
anti-glare filters, look for high-quality, circular-polarizing glass
versions.
Providing your workstations with these basic accessories will not only
improve comfort, but can also help prevent injuries or fatigue. There are
literally thousands of ergonomic products; after you have secured the
basics, you may want to look at specialized products for your unique
environment. In call centers, one of the most common additions is the
telephone headset, which helps reduce the potential for neck and shoulder
discomfort.
Learn more about ergonomics. Ergonomics is relative. People are
built differently, which means that the right chair height for one person
may not be correct for another. There are a variety of books, pamphlets,
videos and Web sites for ergonomics information, and being informed is the
most important step you can take to ensure your comfort. Some individuals
may even require specialized tips (for instance, people with bifocals need
to place their monitors lower than everyone else), so take time to learn
which setup fits you best.
Ergonomics For Call Center Managers
So what can you, as a call center manager, do to further ensure workplace
safety? After you've made sure that your employees are properly trained,
have made them aware of the dangers, feel assured they understand the
risks, and have taught them how to avoid problems through proper work
habits, take a look at the things that they can't change. Look at your
workplace with an eye toward lighting and illumination. Are employees'
monitors placed close to glare-producing windows? Are their cubicle depths
so short they are forced closer to their screens?
Stay attuned to your employees' needs and listen to them if they
complain of discomfort. The fix may be as simple as a $39 foot rest ' a
bargain compared to $1,000 of physical therapy for low back pain caused by
unsupported feet or a chair that's too high. You may want to set up a
feedback system so employees can inform you of developing problems early
' before the problems become permanent and while you still have a chance
to correct them. Not only will this reduce the amount of big problems you
experience, it will also improve workplace morale and your employees'
perception of management.
Daniel Eisman is co-founder of HealthyComputing.com (www.healthycomputing.com),
a free online resource for computer-related health and ergonomics
information. The joint effort of physicians, ergonomists and physical
therapists, HealthyComputing.com features tips on workstation setup and
usage, medical encyclopedias, buyer's guides for ergonomic products and
stretches and exercises. He welcomes any feedback and can be reached by
e-mail at [email protected].
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Maximizing
Human Capital Through Call Center Ergonomics
By Woody Dwyer, Humantech
During the past two decades, there has been a transition from the
traditional call center environment to a fast-paced, technology-driven
workplace. What once was a building full of switches, with operators sitting
in rows of traditional desks answering phone calls, is now a high-tech,
intensely computer-monitored environment. With the development of the
Internet and computer technology, the work demands of today's customer
service representative (CSR) have changed dramatically. Using advanced
computer programs to navigate through a series of databases, CSRs now handle
a much higher volume of calls, quickly and accurately accessing the
information they need to provide answers for customers.
With the increase in work demands came a more pressing need for
practicing good ergonomics in call centers. Many companies have recognized
that ergonomics ' fitting the job to the worker ' can help reduce
work-related injuries, improve employee morale and improve call center
productivity. According to the U.S. Bureau of Labor and Statistics, the
percentage of work-related illnesses such as carpal tunnel syndrome has
increased from 18 percent in 1981, to 66 percent in 1999. This increase has
resulted in significant call center losses in terms of increased recordable
injuries/illnesses, with the average cost per injury case close to $8,000.
Approximately one-third of workers' compensation dollars are spent on
repetitive motion injuries, which are common to call centers. In addition to
recordable injury losses, call centers have also experienced considerable
absenteeism, lost productivity, employee turnover and loss of highly skilled
employees.
Components Of A Call Center Ergonomics Process
Ergonomically designed workstations have been proven to reduce workers'
compensation losses and enhance employee productivity. Workstations,
however, are only one part of the ergonomics equation; a solid ergonomics
process has been the key factor behind the success of many call centers. A
successful ergonomics process is a combination of the following six
components:
- Management and executive support,
- Ergonomically designed workstations,
- Awareness and skill-based training,
- Proactive postural assessment tool,
- Positive reinforcement of proper ergonomic postures from supervisors
and peers, and
- Early reporting and intervention strategies for CSRs with discomfort
and pain.
Management and executive support. As is true for every other
business activity, you need management support to ensure that you have the
resources required to both facilitate and sustain the ergonomics process and
complete effective improvements. Demonstrating bottom-line value and
presenting a planned approach are two ways you can obtain that support. Keep
in mind that a planned approach must involve an efficient and cost-effective
assessment to identify and prioritize the areas of highest ergonomic
concern.
Ergonomically designed workstations. There are three components of
an ergonomically sound workstation in a call center: an adjustable chair, an
adjustable keyboard tray and an adjustable monitor. Together, these three
components will accommodate approximately 90 percent of your call center
population. An adjustable chair means four to six inches of seat height
adjustment, and angle and tension adjustments for the lumbar support. Other
desirable chair features include height- and depth-adjustable armrests and
an adjustable seat pan. An adjustable keyboard tray provides four to six
inches in height and angle adjustability. A monitor should be height
adjustable via either plastic stackers or a monitor riser. For CSRs with
special needs, adjustable footrests, wrist rests, task lighting, document
holders and glare screens are also available.
Awareness and skill-based training. Education provides employees
with a road map, the skills and the tools for solving ergonomic problems.
Ultimately, proper ergonomics awareness training enables employees to make a
meaningful contribution to the improvement process and avoid a number of
pitfalls. Simply refurnishing your call center with high-end, 'ergonomically
correct' equipment and furniture makes little impact if a solid CSR
training effort does not support their proper use. For example, providing a
CSR with a chair with adjustable arms, back, seat and height can create a
potential problem if the CSR has not had the training to adjust it properly.
If the user is not familiar with the basics of good working posture, you
have just provided more opportunities to get it wrong. A successful
awareness training program educates CSRs to recognize symptoms before they
result in illness or injury and offers possible solutions to ergonomic
challenges. The training should focus on the fundamentals of properly
adjusting a workstation to allow a neutral posture while working. Some form
of ongoing training should also be available, both to counsel staff as
problems arise and to train new employees in appropriate ergonomic
practices.
Proactive postural assessment tool. Ergonomic analysis is the key
to ensuring that your company's investment focuses on the most important
concerns and the most effective solutions. Without some measure of how
serious problems are, it is easy to concentrate your efforts on those
individuals who log the most complaints or those with the most political
influence, overlooking what may be higher priority concerns. The risk is
that a cumbersome, extensive analysis may only slow down the process, waste
time and money and postpone needed improvements. Use an efficient evaluation
method that provides rapid, accurate information on both specific concerns
and general trends ' one that enables you to quickly and effectively
understand and quantify the level of concern at each workstation and across
the organization.
Positive reinforcement of proper ergonomic postures from supervisors
and peers. Supervisor and peer behavior, comments and expectations
greatly influence employee job performance. Regular positive performance
feedback and coaching will help ensure that workers properly adjust their
workstations, follow safe work practices and modify their behavior if
necessary.
Early reporting and intervention strategies for CSRs with discomfort
and pain. In addition to workstation assessments, the ergonomics process
must include a strategy for early reporting of discomfort and pain in the
workplace. If a CSR reports early signs of discomfort to his or her
supervisor, there is a greater chance of making a positive workstation
adjustment and decreasing the discomfort. On the other hand, if the CSR
waits until he or she is experiencing pain or symptoms of a cumulative
trauma disorder, the chance for a positive workstation adjustment is greatly
reduced; the CSR has already progressed through the injury/illness
development cycle. Management must create and maintain a positive work
environment that is conducive to early reporting.
Money Talks
A small investment in an ergonomics process can yield large returns. One
Fortune 500 company invested $250,000 (approximately $300 per employee) to
develop an ergonomics process for multiple call centers and experienced a
$1,800,000 reduction in direct medical costs the same year. The company also
realized marked productivity improvements attributed to ergonomic
improvement activities. Another large call center organization saved
$1,200,000 in reduced medical costs and gained $800,000 in productivity due
to a reduction in lost work days in 2001 compared to the previous year. One
particular call center in the organization reduced absenteeism from 14
percent to 4.5 percent during the same time period as a direct result of
ergonomic improvements.
By reducing health and safety losses and improving productivity, good
ergonomic principles can contribute significantly to a call center
organization's bottom line. They have been proven most effective when
deployed through a comprehensive approach that addresses work environment
factors, integrated with employee work practices and behaviors.
Woody Dwyer is managing consultant and ergonomics engineer for
Humantech (www.humantech.com) and has
served as lead engineer and project consultant for companies in the
automotive, utilities, aluminum, paper, electronic, semiconductor and
aerospace industries. He has completed over 500 ergonomic risk assessments
in both manufacturing and office environments and has established and
improved in-house ergonomics programs. Dwyer is a member of the American
Society of Safety Engineers, Human Factors and Ergonomics Society,
Association of Canadian Ergonomists, and Material Handling Industry of
America.
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