Safety and Health Conditions in Call Centers: A must read

[asus16]

Specially for call center peeps that are in TOXIC working environment, harassed by your TLs/QAs/SUPs:

I found this article on the net regarding Call Center Working Practices in the UK ... http://www.hse.gov.uk/LAU/lacs/94-1.htm .. all the articles discussed are very relevant to philippine call center setting ... take note of articles #46 and #97 factor 2 and 6.

Sana our government thru DOH make a similar guideline to be strictly followed by the call center companies.

Here's another relevant article from Australia http://actu.asn.au/public/papers/minstandscode/index-Basic.html

There was also an NSCB(Philippines)study (2003)http://www.nscb.gov.ph/pss/StatCalendar/oshc.asp Study on the Safety and Health Conditions in Call Centers. To determine the working conditions at call centers in the Philippines including the state of health and well-being Report on the safety and health conditions of call centers conducted by Dr. Ma. Teresita S. Cucueco - Chief, Health Control Division
Tel: 928-6738 F: 924-2418 (oshcenter@oshc.dole.gov.ph)

But, I did not find any detailed article of the study and subsequent recommendations made to protect the call center workers.

Hope this helps. Pls post your comments and suggestions. Thanks.

[infinite_trial]

asus16 the articles are really good. i really hope our government could do sumthin bout this and also have revised labor code. when i was still workin as a call center agent i had problems wit mah voice. and durin that time, our company decided to change the policies. you cannot be absent from work if the reasons fall under slight fever, migraine, colds and sore throat. what happened was, i was required to still report to work and have the company clinic examine mah throat and give me temporary medications. mah supervisor did not let me get some rest since i have used up all mah leaves because of the recurrin colds and sore throat problem. i was averagin bout 25-30 calls per shift so i really had a hard time talkin when i get long calls. i ended up quittin the job.

[asus16]

thanks infinite trial ... sorry for what happend to you .. that's why we really need a government legislation NOW. prevention is the best cure and cost much less than medications.

but first, call center workers must be organized under one registered NGO and present this to our congressmen so that we can prevent health problems of call center workers.

our government must protect workers of this rapidly growing industry so that more of our people can have jobs and not be disabled due to health problems acquired from TOXIC call centers.

[betterman2k6]

call centers are all about business. TLs/OMs/SUPERVISORs in these call centers are all about keeping their jobs and getting the hefty pay, based on the performace of their respective team members. and the majority of the rank and file agents? are just pawns, made to believe that, just because of the healthy money that they earn doesnt mean that they will recieve a healthy and even a safe enviroment to work with.

i do hope disgruntled call center agents do have an avenue to consolidate their grievances, not only here in pex, and rally their cause in the proper and legal avenues. our companies that handle our jobs cant be trusted with our grievances because of their superior complex over their lowly agents, and will just keep a blind eye and deaf ears away from us. our nlrc are just designs by the goverment to act as bargaining agents between the employee and the company. with the growing call center employees that we have in our country, so thus the growing risk that so many health and abuse cases would consumate.

[Milliardo]

From the article: Call handlers should have their break allocation clearly explained to them and understand why it is important to take their breaks.

Very true. I wonder if call centers here even emphasize this? Or are call centers here too preoccupied with metrics as to forget the welfare of their agents?

[Milliardo]

Another gem there:

Good practice:

* Consult call handlers about when they would like to take their breaks.


Wow! Imagine how it would be if agents here are given that much freedom...

[asus16]

double post due to pex server busy

[asus16]

there are many "best practices" that can be implemented to lessen the stress and potential health problems, based on the articles, in the local call center environment since all call centers around the world have the same working environment and stress factors.

the key here is to have an open dialogue with your managers and tell them what you feel ... there are some call centers here that have an "open door" policy so it would be easier for the agents to express their feelings about the toxic environment .... we pinoys kasi matiisin .. mahilig magpaapi ..effect nang being ruled ng ibat-ibang lahi. maybe it's also the fault of the pinoy management counterpart, they should have considered the stressfull environment and find an equitable metrics that is fair to all and not just put more money on their already overflowing pockets.

here's another good one from the articleCall handlers should also be allowed to take a break after handling a stressful call

there is also item# 58 that tells about the working shifts and acknowledge the potential risk of physical attack when going home or going to work during late at night and early morning.

another good one Work-related Stress
96. HSE's definition of work-related stress is 'the adverse reaction people have to excessive pressures or other types of demand placed on them'. Call centre employees will differ in their vulnerability to work-related stress and which factors affect them, and individuals will also vary over time. Prolonged or particularly intense stress can lead to physical and psychological ill health including heart disease, back pain, gastrointestinal disturbances, anxiety and depression. Work-related stress can have consequences for organisations including increased sickness absence, reduced staff morale and performance, and increased turnover.

[asus16]

multiple post due to pex server busy

[asus16]

pex server busy

[asus16]

multiple posting due to pex server busy

[doris_is_my_gal]

i think we should be given the flexibility to use our breaks when we want/need to basta ba within the limit like if may tig 30 mins coffee break (na 15 mins b4 and after lunch) at 1 hr lunch ka per shift, bahala ka basta don't go over the alloted breaks. but no, we have to follow THEIR

[doris_is_my_gal]

continuation .. previous msg was cut ..skeds for us and if we have to go on a bio break we have to consume the entire 15 minutes na...and still it affects our adherence..

[asus16]

thanks for posting.

i can agree to giving a special break, not taken from your regular 30 mins break, after taking an exhausting call from an irate caller.

your proposed flexible break is a tricky scheduling dilema specially during peak hours of operation since a certain number of agents must be available to take the call. it might be done during lean hours if there is one.

restrooms must be strategically located so as not to waste time in going to and from these areas.

[RIGOR]

yes, definitely bigyan ng break ang agent after a stressful call.. just to gather oneself para naman sa next caller e composed ang agent..

binabayaran kasi ng client ang call center agent per the minute, gusto kasi nila ang 100% productivity at availabilty.. kasama sa metrics yan at yan ang number 1 dahilan ng attrition sa call centers..*** nakatali na sa leeg mo *** headset..