Ask the Experts Experts Library Ergonomics

Topic: Ergonomics

Question:
How do you reduce your call centre agents' worker's compensation claims? All of our equipment is ergonomically state-of-the-art. I find that the underlying factor in the repetitive strain claims is stress. Behavioural or psychological ergonomics is the problem—not physical. The only power an agent feels he/she has is to file a worker's comp claim. Have any studies been done on addressing this aspect of ergonomics?

CCCAG:
The Internet is awash in ergonomic studies and data related to Repetitive Strain Injury (RSI). At Canadian Call Centre Advisory Group, our experience is that the surge we are seeing in RSI type injuries is due in a large measure to: a) lack of specific ergonomic training; and b) poor selection of call centre furniture and office equipment where price is the driver rather than functionality and ergonomic compatibility.

We especially advise call centres that have position sharing to develop a strategy that focuses on the health and welfare of their employees by implementing such initiatives as giving each employee a one-on-one training session on how to set up their position quickly and effectively.

Your comments regarding stress require more probing. We would be looking at your call centre's occupancy rate, RSI exercise breaks, management culture and measures. When any or all of these are out of balance, stress increase is often the result.

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