What does a call centre worker do? Call centres are typically found in industries such as banking and finance, insurance, travel services, telecommunications, road services, utilities, and sales.
Call centres are typically found in industries such as banking and finance, insurance, travel services, telecommunications, road services, utilities, and sales. The main function is to provide customer service through telephone or computer.
The general tasks done by a person who works in a call centre may include the following:
duty Provide product support and information to customers over the phone.
duty Dial or answer telephone and electronic requests.
duty Resolve customer complaints.
duty Address aggressive behavior or other issues when a client is not satisfied.
There are several potential health and safety hazards associated with call centre worker's duties, including:
Biological hazards
Chemical hazards
Ergonomic hazards
Physical hazards
Psychosocial hazards
Safety
Other
general Spread of infections if workstations are seated close to each other, or when desks and equipment are shared without cleaning between users.
general Exposure to cleaning products, photocopier toner, and other products.
general Sitting for long hours.
ergonomic Repetitive Motion injuries (RMIs).
ergonomic Inadequate lighting (e.g., glare, low levels, etc.) which may cause workers to adopt awkward postures.
general Small workspaces
general Poor indoor air quality.
physical Exposure to acoustic noise or an acoustic incident through the headset (e.g., crackles, whistles, hisses or high-pitched sounds, feedback, or phone receivers being slammed or dropped).
physical Temperature (heat and cold stress).
psychosocial Exposure to threats of violence, harassment, or verbal abuse.
psychosocial Workplace stress due to performance targets, monetary incentives for increased output, quotas, targets, or demands from the customers.
safety Slips, trips, and falls.
safety Electrical hazards.
safety Fire hazards.
ergonomic Call centre workers may experience voice fatigue due to extensive talking (e.g., total or intermittent loss of voice, changes in pitch and decrease in voice volume, constant throat clearing, drying in the throat and excessive mucous, the sensation of a lump or pain in the throat, increased effort to talk, difficulty swallowing, and shortness of breath).
requirement Space workstations apart, as necessary.
requirement Clean and disinfect workstations and equipment between users.
requirement Clean and disinfect frequently touched surfaces such as door handles, knobs, photocopier, kettles, etc.
requirement Wash hands regularly.
administrative Know how to work safely with the products used near you, including any training required by the Workplace Hazardous Materials Information System (WHMIS).
administrative Use and provide training on adjustable furniture and equipment. Consider providing workstations that allow workers to alternate positions (including sitting and standing).
administrative Schedule breaks and allow sufficient time between calls to update client files when appropriate.
requirement Use headsets to prevent cradling of the phone receiver between the head and shoulder.
requirement Provide user-friendly software.
requirement Provide lighting appropriate for the nature of the work and the work location.
requirement Provide enough space at the workstation for the equipment needed, and some personal items or privacy as needed.
engineering Make sure the ventilation system is well-maintained and adjusted for the number of workers in the space.
requirement Control noise levels by minimizing background noise, using sound reducing materials, etc.
requirement Investigate equipment that can help reduce acoustic shock.
requirement Keep equipment in good repair.
administrative Know about your organization’s workplace harassment and violence prevention policies, and how to report incidents.
requirement Know how to recognize warning signs of workplace violence.
requirement Address issues that contribute to stress.
ppe Report any places where slips, trips, and falls may happen, such as spills, torn carpets, etc.
requirement Follow fire and electrical safety measures.
administrative Provide access to drinking water to help with voice strain.
Call centre workers should consider the following safe work practices:
requirement Practice good hand-washing techniques.
requirement Know about WHMIS and safety data sheet (SDS). Follow SDS recommendations when working with hazardous products.
requirement Follow the organization’s safety rules.
administrative Know your hazard reporting procedures.
administrative Follow good housekeeping procedures.
requirement Fact sheet first published: 2021-03-11