Although some employees in typical offices work shifts, this is a common practice in many call centres.  Consideration should be given to the risks that shift working incurs, these include:

Physical attack: The risk of violence must be assessed under the Management of Health and Safety at Work Regulations 1999.  Call handlers working shifts in '24/7' call centres are particularly vulnerable from physical attack when leaving or arriving very late at night or very early in the morning.  Public transport may not be available at these times, and call handlers may have to walk instead which may expose them to greater risk.

Although a large percentage of call handlers are female, the safety of male staff should also be protected.  Call handlers of both sexes should understand the risks associated with working nights and the procedures they should follow to reduce these risks.  These points should be summarised in written information for future reference.  Call handlers should also be aware that they are entitled to a medical assessment to ensure they are fit to undertake night work.  The introduction of any changes to shifts which may substantially affect call handlers' health and safety should be done in consultation with call handlers or their representatives in good time.

Refreshments: Canteens and local shops are usually closed at night, and it may be too dangerous to go out for something to eat.  Careful consideration must, therefore, be given to providing adequate refreshments for nightshift call handlers.  These workers are more likely to be suffering from dietary problems as working irregular and unsocial hours means they are more likely to have irregular meal times and snack.  They could suffer acute ill-health effects such as headaches, migraines, and gastro-intestinal (stomach) problems as a result.  

First Aid: Most occupational health departments and health and safety representatives work regular hours.  As it is a legal requirement to have first aid cover at all times whilst work is in progress, special provision may be needed to ensure first aid cover is adequate for nightshifts.

User Comments: A number of call handlers reported incidents they or their colleagues had experienced when returning home from work at night.

Good practice:

• Provide advice on how to integrate working shifts with home life which covers, in particular, eating properly and how to promote good sleep during the day.
• Ensure car parks are well lit and consider employing a security person to patrol car parks or installing closed circuit television to increase security.
• Phone for taxis to collect at the call centre rather than staff catching them on the street.
• Make bus timetables available so employees can wait in the call centre rather than on the street if they miss the bus they had intended to catch.
• Encourage car sharing so public transport does not need to be used late at night.  (HSE)