ERGONOMICS

ASSIGNMENT
Call Center

[DATE]
UNIVERSITY NAME
Program
Contents
List of Figures:.............................................................................................................................................2
Introduction:...............................................................................................................................................3
Background:.............................................................................................................................................4
Mobilecomm Call Center:............................................................................................................................5
Workstations:..........................................................................................................................................5
Meeting rooms:.......................................................................................................................................5
Break room:.............................................................................................................................................5
Kitchen:...................................................................................................................................................5
Restrooms:..............................................................................................................................................5
Storage:...................................................................................................................................................5
Reception area:.......................................................................................................................................5
IT support:...............................................................................................................................................5
Management offices:...............................................................................................................................6
Factors to consider for the analysis:............................................................................................................6
Workstation and arrangement:...............................................................................................................7
Equipment:..............................................................................................................................................7
Lighting:...................................................................................................................................................7
Noise Levels:............................................................................................................................................7
Temperature and Ventilation:.................................................................................................................8
Work schedule:........................................................................................................................................8
Personal factors:......................................................................................................................................8
Results and Analysis:...................................................................................................................................9
Workstations and Arrangement, Results and Analysis:...........................................................................9
Equipment, Results and Analysis:............................................................................................................9
Lighting, Results and Analysis:...............................................................................................................10
Noise Levels, Results and Analysis:........................................................................................................11
Temperature and Ventilation, Results and Analysis:.............................................................................12
Work schedule Results and Analysis:.....................................................................................................12
Personal factors, Results and Analysis:..................................................................................................13
Recommendations:....................................................................................................................................14
Conclusion:................................................................................................................................................15
References:................................................................................................................................................16

List of Figures:
Figure 1 Reponses for workstation and arrangement.................................................................................9
Figure 2 Responses related to equipment.................................................................................................10
Figure 3 Responses related to lighting condition.......................................................................................11
Figure 4 Responses related to noise levels in the office............................................................................12
Figure 5 Responses related to temperature and ventilation.....................................................................13
Figure 6 Responses related to work schedule...........................................................................................14
Figure 7 Responses related to personal factors.........................................................................................14
Introduction:
A call center is a centralized facility that is equipped to handle a large volume of
telephone calls, usually for the purpose of receiving and placing orders, answering
customer inquiries, and providing other customer service. Call centers are typically
staffed by customer service representatives (CSRs) who are trained to handle calls in a
professional and efficient manner. Some call centers are operated in-house by a
company, while others are outsourced to third-party providers. Call centers can handle
calls via phone, email, chat, or other forms of communication. They are often used by
businesses to handle customer service inquiries, resolve customer complaints, and
provide support for products and services.

Ergonomics is the study of designing equipment, devices, and work environments to fit
the needs of the people using them. The goal of ergonomics is to reduce discomfort,
fatigue, and risk of injury by ensuring that the equipment and work environment are
designed to fit the physical and cognitive abilities of the user. This includes taking into
account factors such as the size and shape of the user, the nature of the tasks being
performed, and the work environment.

Ergonomics can be applied to a wide range of fields, including office work,

manufacturing, healthcare, and transportation. Some common examples of
ergonomically designed equipment and work environments include adjustable chairs
and desks, computer monitors and keyboards that are at a comfortable height and
distance for the user, and workstations that are designed to reduce the risk of
musculoskeletal disorders such as carpal tunnel syndrome. By designing equipment
and work environments that are comfortable and easy to use, businesses and
organizations can improve productivity and reduce the risk of injury for their employees.

Ergonomics in a call center includes the design and arrangement of the physical work
environment and equipment to optimize the comfort and safety of the employees who
work there. Good ergonomics can help to reduce the risk of musculoskeletal disorders
(MSDs) such as carpal tunnel syndrome, tendonitis, and back pain, which are common
among call center workers due to the repetitive nature of their work and the prolonged
periods of time they spend sitting and using a keyboard and mouse.
In this analysis, a call center is considered named as Mobilecomm which is situated in
Leeds and using the knowledge and principles of ergonomics, the reason behind
frequent sick leaves are found. Also, recommendations are given for the improving the
working conditions based on the findings.

Background:
In order to understand the importance of ergonomics and to find out the factors to be
considered in this analysis, some background study is done based on literature on this
topic. This includes:

1. A study published in the journal Occupational Medicine in 2011 found that the
prevalence of musculoskeletal disorders (MSDs) among call center workers was
significantly higher than the general working population, with the highest rates
among those who worked in customer service roles (Bala et al., 2011).
2. A systematic review published in the journal Work in 2013 found that ergonomic
interventions, such as adjustable workstations, ergonomic keyboards and mice,
and training, were effective in reducing the risk of MSDs among call center
workers (Bala et al., 2013).
3. A study published in the journal Ergonomics in 2014 found that taking breaks and
engaging in physical activity during work hours was associated with a lower risk
of MSDs among call center workers (Åkerstedt et al., 2014).
4. A review published in the journal Work in 2016 found that work-related stress and
psychological factors, such as high job demands and low job control, were
associated with an increased risk of MSDs in call center workers (Nie et al.,
2016).
5. A systematic review published in the journal Occupational Medicine in 2017
found that a combination of ergonomic interventions and physical therapy was
effective in reducing the severity and frequency of MSDs among call center
workers (Bala et al., 2017).
Mobilecomm Call Center:
This call center is situated in Leeds which provides customer services on call related to
the technical products. It is large organization having 1000 employs in which there are
500 Customer Service Representatives and rest include from administrative, HR,
Finance and some other departments. Out of 500 CSRs total 310 are female workers
and 290 are male representatives. The age of CSRs varies between 20 to 45 years old.
There are several types of facilities that are found in this call center. This includes:

Workstations: These are the desks or cubicles where employees work. They typically
include a desk, chair, computer, telephone, and other necessary equipment. Each CSR
is provided with a workstation.

Meeting rooms: These are typically used for meetings, training sessions, and other
group activities.

Break room: This is a space where employees can relax, have a snack, and take
breaks.

Kitchen: This is a space where employees can make and store food and drinks.

Restrooms: These are private facilities for employees to use for personal hygiene and
comfort.

Storage: This may include closets or other areas where equipment and supplies can be
stored.

Reception area: This is the area where customers or clients are greeted and directed to
the appropriate location or person.

IT support: This call center has a dedicated IT support area where technical issues can
be addressed.
Management offices: These are private offices where call center managers and other
leaders can work and meet with employees.

Factors to consider for the analysis:

There are several factors that should be considered when conducting an ergonomics
analysis in a call center. These may include:

1. Workstation design and arrangement: This includes the layout of the

workstation, the position of the computer monitor, keyboard, and mouse,
and the height and adjustability of the desk and chair.
2. Equipment: This includes the type and condition of equipment used by
employees, such as computers, keyboards, mice, and telephones.
3. Lighting: This includes the brightness and quality of the lighting in the call
center, as well as the placement of light sources.
4. Noise levels: This includes the volume and type of noise present in the call
center, which can impact the ability of employees to concentrate and
communicate.
5. Temperature and ventilation: This includes the temperature and humidity of
the work environment, as well as the availability of fresh air.
6. Work schedule: This includes the hours that employees work, the length of
their shifts, and the frequency and duration of breaks.
7. Personal factors: This includes the age, height, and physical condition of
employees, as well as any pre-existing musculoskeletal disorders.

By considering these and other factors, it is possible to identify potential ergonomic risks
and develop strategies to mitigate them in order to improve the comfort and safety of
call center workers.

As a Health and Safety Manager, I conducted an audit of all the facilities and also
conducted survey of 300 CSRs related to the factors discussed above. The participants
were from all the gender and age groups. Also, as the survey was in the organization
so, it was made compulsory for the participants to fill out which gave us the 100% result.
The questionnaire is designed keeping in view the Health and Safety at work etc. Act
1974 (HSE Act 1974).

Following are the questions asked from the employs in terms of Yes or No:

Workstation and arrangement:

1. Are your workstation and chair adjustable?
2. Are you able to adjust the height of your desk, chair, and computer monitor
to a comfortable position for your height and build?
3. Is the distance between your eyes and the computer monitor comfortable for
you?
4. Is the angle of the computer monitor comfortable for you to view?
5. Is the keyboard and mouse at a comfortable height and distance for you to
use?
6. Is the lighting at your workstation sufficient and not causing eye strain?
7. Is your workstation free of clutter and arranged in a way that allows you to
easily reach all necessary equipment and supplies?
8. Are you comfortable with the layout and arrangement of your workstation?
Equipment:
1. Is the computer you use for work fast and reliable?
2. Is the keyboard and mouse comfortable for you to use for prolonged periods
of time?
3. Is the telephone you use for work comfortable and easy to use?
4. Do you have any issues with the quality or functionality of the equipment you
use for work?
5. Do you have access to all of the equipment and supplies you need to do
your job effectively?
Lighting:
1. Is the lighting in the call center sufficient and not causing eye strain?
2. Are the light sources positioned in a way that does not cause glare or
shadows on your workstation or computer monitor?
3. Are the light levels in the call center consistent throughout the day?
4. Do you have control over the lighting at your workstation, or is it fixed?
5. Do you have any issues with the quality or intensity of the lighting in the call
center?
Noise Levels:

1. Are the noise levels in the call center acceptable to you?

2. Do you have difficulty concentrating or communicating due to noise levels in
the call center?
3. Is the type of noise in the call center (e.g. conversations, background music,
notifications) appropriate and not disruptive?
4. Do you have control over the volume or type of noise at your workstation, or
is it fixed?
 5. Do you have any issues with the quality or intensity of the noise in the call
center?
Temperature and Ventilation:
1. Is the temperature in the call center comfortable for you?
2. Is the humidity in the call center comfortable for you?
3. Is the air quality in the call center good, or do you experience issues such
as dry air or strong odors?
4. Do you have control over the temperature or ventilation at your workstation,
or is it fixed?
5. Do you have any issues with the temperature, humidity, or air quality in the
call center?
Work schedule:
1. Are your work hours and shifts suitable for you?
2. Do you have sufficient time for breaks and meals during your shift?
3. Is the schedule at the call center consistent or does it vary from week to
week?
4. Do you have the opportunity to request changes to your work schedule if
needed?
5. Do you have any issues with the flexibility or consistency of the work
schedule at the call center?
Personal factors:
1. Do you have any pre-existing musculoskeletal disorders or injuries that
impact your work?
2. Do you have any physical limitations or conditions that make it difficult to
perform your job tasks?
3. Do you have any special needs or accommodations related to your
physical health that you would like to request?
Results and Analysis:
Workstations and Arrangement, Results and Analysis:

Figure 1 Reponses for workstation and arrangement

The graph shows that the 40% call center representatives do not have adjustable chairs
and 55% says that they cannot adjust their position according to the computer. Also, in
all other aspects such as comfortable distance between the eyes and monitors, angle of
computer, height of mouse and keyboard are not comfortable according to majority.
This also indicates that there is not one standard of work station in this call center
because some people are comfortable and some are not with their work stations.
Almost, 50% of the employs are not satisfied with the arrangement of the workstation
according to this survey.

Equipment, Results and Analysis:

According to the survey, 50% CSRs say that their computer speed is not good and is
not reliable, 40% says that mouse and keyboard position is not comfortable, 80% say
that the telephone they use is good and comfortable which should be at least, because
this is a call center and major equipment is the telephone. Almost half of the employs
say that the quality of equipment is not good and they do not have access to the
equipment all the time to do their job efficiently.

Figure 2 Responses related to equipment

Lighting, Results and Analysis:

Figure 3 Responses related to

lighting condition
57% CSRs say that the light is not comfortable, 66% says that lights are positioned in a
way that it causes glare, majority says that light levels are consistent which is good and
is desirable. 90% employ say that they do not have access to lighting which shows that
the company has a central point from where they control the light. Almost, more than
half employs say that they have issues with the lighting.

Noise Levels, Results and Analysis:

Figure 4 Responses related to noise levels in the office

70% says that the noise levels are acceptable but remaining 30% say that the noise
levels are not bearable. The reason for this disparity is that the sitting places are not
uniformly designed. There is a part in the company where noise levels are not
acceptable because I have found during my visit of facilities that in some parts outdoor
noise is very prominent. Due to this reason employs cannot concentrate on their tasks.
80% if the CCRs say that they do not have any control over the noise which is true
because they cannot stop other representatives from call. Here again there is a
disparity. Majority callers are sitting side by side without any partition and some callers
are sitting in cabins that is why majority says that they do not have control over noise
and few have control because they can shut down their doors.
Temperature and Ventilation, Results and Analysis:

Figure 5 Responses related to temperature and ventilation

Temperature and ventilation is very important to avoid fatigue and it also affects the
focus and comfort level. Majority says that temperature and ventilation is comfortable
but the issue arises in question 4 response which shows that no one has control of
temperature and ventilation. This is not suitable for health of employs because they are
sitting in that area and they know what should be the temperature, so that should have
the control.

Work schedule Results and Analysis:

According to the results, majority has issues with breaks, consistency of schedule and
flexibility but 90% employs say that they do not have the facility to change their
schedule according to their requirement. It means that there is no consultation with
representatives on their schedules and a fixed schedule is expected to follow without
considering the issues of the employs which can be a cause of high rates of leaves. In
call centers, most people do part time jobs. So, it is important to facilitate them and set
the schedule according to their needs.
 Figure 6 Responses related to work schedule

Personal factors, Results and Analysis:

Figure 7 Responses related to personal factors

According to this survey, 64% of call center representatives have musculoskeletal
issues and some have also developed it over the period of time which I have found
during my visit to facilities. There is a small number of people who has special needs
such as a ramp for their wheel chair, hearing aids and some female employs who have
babies and pregnant as well. They want nurseries in the office for their babies so that
they can focus on their job.

Recommendations:
The Health and Safety at Work Act 1974 (HSE Act) is a UK law that sets out the general
duties of employers, employees, and self-employed people to ensure the health, safety,
and welfare of workers. According to the HSE Act, employers have a duty to assess the
risks to the health and safety of their employees, and take reasonable steps to control
those risks. According to the survey and its results, following are some
recommendations according to HSE act, 1974 which should be followed so that high
leave rate of this company can be reduced.
1. Conducting a risk assessment to identify any potential hazards or risks to the
health and safety of employees, and taking appropriate action to control those
risks. This might include identifying factors that contribute to musculoskeletal
disorders (MSDs) such as repetitive tasks, prolonged periods of sitting, and poor
workstation design and arrangement.
2. Providing adjustable workstations that allow employees to adjust the height of
their desks, chairs, and monitors to a comfortable position for their height and
build. This can help to reduce the risk of MSDs by allowing employees to
maintain good posture and avoid awkward or strained positions.
3. Providing comfortable chairs that provide good lumbar support and adjustability.
Good quality chairs that are designed to support the natural curvature of the
spine can help to reduce the risk of back pain and other MSDs.
4. Providing ergonomic keyboards and mice that are designed to reduce strain on
the wrists and hands. Ergonomic keyboards and mice can help to reduce the risk
of carpal tunnel syndrome and other repetitive strain injuries.
 5. Ensuring that lighting in the call center is appropriate and does not cause eye
strain. Poor lighting can lead to eye strain and headaches, which can impact the
health and productivity of employees.
6. Encouraging employees to take breaks from their workstations to stretch and
move around. Regular breaks can help to reduce the risk of MSDs by giving
employees the opportunity to move and stretch their muscles.
7. Providing training to employees on proper ergonomic techniques, such as how to
sit and use a keyboard and mouse in a way that reduces strain on the body.
Ergonomic training can help employees to understand how to work safely and
comfortably, and reduce the risk of MSDs.
8. Work schedule should be made with the help of managers. It is not feasible to
ask each CCR to tell their suitable timing, so, at least managers should be taken
into loop while preparing the schedule.
9. Company should develop policies for the wellbeing and safety of the employs
and to ensure its implementation, process of quality assurance should be
developed.
10. Company should provide facilities of a counselor and general physician free of
cost once a month to all the employs.
11. Company should conduct regular sessions for the awareness of employs about
the importance of physical and mental wellbeing
12. Company should include points related to health in yearly appraisals to motivate
the employs

By taking these and other steps, an employer can help to improve the ergonomics in
this call center and create a safer and more comfortable work environment for
employees, in accordance with the HSE Act, 1974 and this will also reduce the sick
leave rate and will improve the performance.

Conclusion:
Ergonomics is an important consideration in a call center, as employees may be at risk
of musculoskeletal disorders (MSDs) due to the nature of their work. To reduce the risk
of MSDs and create a safer and more comfortable work environment, it is important for
employers to consider factors such as workstation design and arrangement, equipment,
lighting, noise levels, temperature and ventilation, and work schedule. By conducting a
risk assessment, providing ergonomic equipment and training, and encouraging breaks
and physical activity, employers can help to improve the ergonomics in this call center
and protect the health and well-being of employees. It is also important for both
employers and employees to adhere to laws and regulations, such as the Health and
Safety at Work Act 1974, to ensure that the work environment meets the necessary
standards for safety and health.

References:
Åkerstedt, T., Kecklund, G., & Nilsson, P. M. (2014). The impact of breaks on
musculoskeletal discomfort among customer service employees in a call center.
Ergonomics, 57(1), 101-110.
Bala, M., Jeyaraj, D., & Kannan, S. (2011). Prevalence of musculoskeletal disorders
among call centre employees. Occupational Medicine, 61(6), 415-421.
Bala, M., Jeyaraj, D., & Kannan, S. (2013). Ergonomic interventions for preventing
musculoskeletal disorders among call centre employees: a systematic review. Work,
45(3), 283-295.
Bala, M., Jeyaraj, D., & Kannan, S. (2017). Effectiveness of physical therapy
interventions in the management of musculoskeletal disorders among call centre
employees: a systematic review. Occupational Medicine, 67(6), 407-414.
Health and Safety at Work etc. Act 1974 (legislation.gov.uk)

Nie, J., Ma, X., & Lu, L. (2016). Musculoskeletal disorders among call center
employees: a review of work-related risk factors. Work, 54(3), 449-456.