Analysis of workstation to assess and reduce risks: Call handlers are DSE users, as they use DSE habitually for most of their working day.  In comparison to typical office workers, call handlers may be at a higher risk from DSE-related hazards, as they do not usually have the same opportunities as typical office workers to take breaks from display screen activities.  The main work activities required of call handlers are to respond to telephone calls and simultaneously use a computer to provide information and enter data.  The job of a typical office worker, however, usually also includes tasks such as photocopying and filing.  Changes in task such as these provide typical office workers with opportunities to take breaks from display screen activities that call handlers do not have.  The risk assessments of call centres should, therefore, make detailed reference to the Health and Safety (Display Screen Equipment) Regulations 1992 (DSER) and should be done in consultation with employees.

The paperwork associated with DSE assessments for each workstation can be reduced in two ways.  Firstly, records of DSE assessments can be held electronically.  Secondly, if groups of workstations are in very similar situations, only one assessment is needed for the whole group.  With either option, a DSE assessment must be conducted with each individual call handler at a workstation to identify any personal requirements such as their need for a footrest or a specialist chair.

Hot-desking: 'Hot-desking' (i.e.  workstations are not assigned, so individuals sit at whichever desk is vacant) is becoming more common in typical offices, but it is standard practice in many call centres.  Some call handlers may sit at any workstation within their team area, and different shifts may also use the same team area.  Sometimes, whole teams move to another area in a call centre.  Other call handlers sit anywhere in a call centre, not necessarily with their team.  Some even hot-desk within a shift, sitting at a different workstation after a break.  Hot-desking may affect the health and safety of call handlers so should not be introduced without consultation with call handlers or their representatives in good time.

User Comments:  Hot-desking did have advantages for a small number of the participants.  They enjoyed the change of scene and mixing with other call handlers rather than having to sit at the same desk all the time and only knowing other members of their team.  In general, however, hot-desking was not a popular working practice.  Frustration was expressed about not having a workstation allocated but having to find one for themselves and then adjust the equipment before every shift.  Many participants who hot-desked would also have preferred to sit with their team members rather than being scattered throughout the call centre.  They felt that they did not belong and that hot-desking was depersonalising.

Training: As for any employer, it is the duty of call centre managers to provide their employees with adequate health and safety training, as required by regulation 6 of the DSER.  The planning and organisation of this training should be done in consultation with call handlers or their representatives.  As the majority of risks to call handlers' health arise from working with display screen equipment, a significant proportion of the training should focus on the risks identified in risk assessments, how call handlers can recognise them and the importance of good DSE working practices in reducing these risks to physical and psychological health.  The responsibility that individuals have for controlling risks should be explained and call handlers should be trained how to minimise the risks themselves, but the procedures they should follow if they need help should also be made clear.  This training does not absolve the employer of their responsibility to take appropriate steps to control the risks identified in the risk assessments.

The technology and software used by the call centre industry is fast developing, and call handlers or their representatives should be consulted on the health and safety consequences of  the introduction of new technology.  Call handlers should be trained to use any new technology and software even if there are only relatively subtle changes.  Call handlers should also be trained how to use new furniture, particularly chairs.  It should not be assumed that the adjustments are obvious, and the introduction of new furniture is a good juncture to refresh call handlers' training on equipment set up in general.                                

Provision of information: Employers have a duty to provide call handlers with information on the various risks of using display screen equipment and how their employer is controlling those risks (Regulation 7 DSER).  The provision of this information should be done in consultation with call handlers or their representatives.

Good Practice

Each time a user logs on, display a short checklist on screen to prompt them to make appropriate adjustments to any of their workstation equipment as required. Allow them sufficient time to make these adjustments before they start work.

Requirements For Workstations

The Schedule at the end of the Health and Safety (Display Screen Equipment) Regulations 1992 describes the basic requirements that workstation equipment must meet.  The introduction of any display screen equipment which may substantially affect the health and safety of call handlers should be done in consultation with call handlers or their representatives in good time.

Specialist Equipment: With such intensive DSE usage, involving the call handlers in risk assessments is essential in order to identify their individual needs for specialist equipment.  These assessments should be done and any necessary changes made before health problems arise rather than in response to them.  If call handlers are required to hot-desk and their DSE assessment has identified they require particular display screen equipment such as a footrest or special chair, that equipment must be assigned to them personally so they are able to move it to different workstations.

User Comments: Call handlers were reporting that although DSE assessments had identified a need for them to use specialist equipment and it had been provided, they were rarely using it because they were hot-desking.

Adjustment of equipment: As call handlers use display screen equipment so intensively, it is essential that workstations are set up correctly.  Training call handlers and providing them with information on how to do this is not sufficient.  They should be scheduled time to make any necessary adjustments to their workstation before they receive their first call at the start of their shift.  If the equipment is in full working order and the call handlers are properly trained, these adjustments should not take long.  Line managers should reinforce training and emphasise the importance of adjusting equipment by monitoring call handlers' workstation set up and working style and prompting any necessary modifications.

Maintenance of Equipment: All workstation equipment should be maintained in good repair (Regulation 5 Workplace (Health, Safety and Welfare) Regulations).  There should be a simple procedure for employees to report defective equipment and all reports should be investigated promptly.  Faulty equipment should be removed from service immediately for repair or to be discarded.  This includes chairs with adjustment mechanisms that do not work, as they are a risk to health.

User Comments: There were a significant number of comments on being unable to adjust chairs to make them comfortable, as they were broken.

Desk space: Desks were reported as being too small for all the reference material that call handlers had to use and more importantly, to position monitors at the appropriate distance away from users.

Storage: There were a large number of comments on the lack of secure storage space not only for personal items but also for work-related items and reports of belongings going missing.  Even though each desk should have all the necessary reference material and stationery, many call handlers like to make notes in the reference material.  Consequently, they carry all these items with them when they hot-desk.  They also carry stationery as the desk sets are often incomplete.   The boxes, drawers or bags they use to carry all these items can be so heavy that manual handling can become an issue, particularly when going up and down stairs.  When there is inadequate space between or under desks, they become a trip hazard in the thoroughfares.

Good practice:

• Hold a sufficient stock of replacement items such as chairs, document holders, foot rests and wrist rests.
• Hold a range of different keyboards, chairs and mice etc so call handlers can immediately try different models if their DSE assessment identifies that the standard issue is unsuitable.
• Provide individuals with sufficient lockable secure personal storage facilities. (HSE)