Technical Guidelines on Safety and Health for Contact Centers

2007TECHNICAL GUIDELINES ON SAFETY AND HEALTH FOR CONTACT CENTERSPrefaceA contact center is a central customer service operation where agents, often called customer care specialists or customer service representatives handle telephone calls on behalf of a client. TCAScEThe rapid growth of the industry has made the Philippines the new contact center hub in Asia. However, the industry is also beleaguered by a high staff turnover rate. Concern over safety and health conditions at work is among the major reasons workers leave their jobs in contact centers. Available scientific information derived from local and international studies acknowledge that there are recognized health and safety issues associated with contact center work.To respond to the safety and health issues in the industry, the Guidelines was developed for use by both workers and employers. The Guidelines present the fundamental health and safety principles and the preventive measures needed to deal with these issues.Technical Guidelines on Safety and Health for Contact CentersManaging Health and Safety HazardsHealth and safety hazards differ from one contact center to another. This would depend among others...