Wireless Headsets 
Headsets For Call Centres
Sometimes referred to as the modern equivalent of the industrial revolution’s “dark satanic mills”, many call centress aren’t dark and don’t look very menacing. But there are a whole range of occupational health and safety issues that need addressing in them to ensure the safety and health of those working there.
It is estimated that 1-1.7% of Canada’s workforce currently work in a call centres. A lot of the issues that arise have been addressed in previous articles. The following are some samples.
What’s a call centres? - call centress are where workers sit at computer terminals answering telephone calls about their employers business. They can be small or massive in size. They can be found in the public, private and privatized sector. Staff work their way through computer programmers to answer the callers questions, take orders, record details etc.
Pace of work - One of the biggest problems reported by call centres workers is the pace of work. Many, if not most, require workers to meet targeted numbers of calls, sometimes with absolutely no space between each call. Some centres have a screen showing the rate of calls being processed; can identify slower workers to their colleagues; have computer programmers which push for more work to be done by displaying messages on individual workers screens.
A forced pace of work can lead to stress, repetitive strain injuries, and other ill-health. Employers are legally required to provide a “safe system of work” so if the work makes people ill, it is unsafe and unions or staff reps should negotiate a safer pace of work.
Because of the repetitive and monotonous nature of the work, people have complained of “repetitive brain injury” or “zombiefication”.
Voice loss - call centres workers’ voices are under great pressure because of the nature of their work. Conditions affecting the voice (dysphonia) can be short or long term, some permanent. Workers should report all cases of discomfort or loss to the voice. Employers should provide liquid so staff can “wet their whistle” while working and the job should be designed so there are rest periods for the voice as well as other body parts (eg. arms to avoid RSI risk).
Angry customers - call centres staff are likely to have to endure customer complaints about the failures of their employer’s systems, be it service delivery, poor quality goods, wrong goods etc. Clients can become very agitated when things go wrong and dealing with this constantly can create stress for the worker, who is after all not responsible. Headset Express recommends employers recognize this as a problem and set systems in place so harassed staff can remove themselves from calls until they have been able to recuperate.
Sight disorders - Computer operators have reported such symptoms as soreness or dryness of the eyes, blurred vision, light sensitivity and headaches from working long hours in front of a VDU screen, referred to as computer vision syndrome. This requires the employer to provide regular eye tests, frequent breaks away from the screen, additional lighting where needed etc.
Rest and toilet breaks - Where workers are having to sit in one position all day at work, sometimes for many hours, they must be allowed breaks away from their workstation. Natural breaks like going to the toilet, refreshment or lunch breaks help but may not be enough. Some employers in this industry have resorted to bullying tactics over length of time for toilet breaks, all with the aim of keeping up productivity. Hazards magazine recently reported the range of ill-health conditions that can develop if people are not allowed to go to the toilet when they need to. The government’s advisory body HELA recommends call centres staff get breaks often and that they are not too short (see references below). All breaks should be negotiated and taken by employees.
Headsets - To enable workers to operate a computer and listen and talk to the callers at the same time, centre workers wear headsets. These come in all shapes and sizes but could be for both or just one ear and may sit outside the ear resting on the outer ear or plug into the actual ear hole itself. These present three main problems, suitability and comfort, noise levels and hygiene.
Suitable headsets - Whatever choice of headset is made they must be comfortable to wear over a working day, be light weight, they must be adjustable to fit the different sized heads and ears of those at work, must not restrain the movement of worker etc. Headset Express carries a full line of headsets from Nortel, Plantronics, GN Netcom and Viking.
Plantronics Wireless 