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There’s no doubt that proper ergonomics is a major concern in the workplace. Forty to 50 percent of computer users report pain involving their neck, shoulders, wrists or hands. According to the UK organization BackCare, back pain and related illness cost businesses $10 billion annually through absenteeism. Researchers at Cornell University estimate that repetitive motion injuries can affect about 100 million computer users in the United States.
The state of ergonomics in the workplace is not all doom and gloom, as more electronics and office equipment manufacturers are developing solutions to avoid the negative impact of work-related injuries. These products should be of particular interest in the contact center, a transaction-based environment in which common workplace maladies are exacerbated by a sedentary routine involving almost constant use of office equipment.
Much emphasis in workplace ergonomics is focused around the chair or the computer and its peripherals − keyboard, mouse and monitor − and commonly the phone is neglected. By adopting telephone headsets, contact center workers gain considerable defense against work-related stress, fatigue and pain, and they can experience enhanced comfort and safety.
With prudent investment in proper equipment, contact centers can make a significant improvement in the rate of ergonomic-related injuries among employees. When looking to make an investment in new headsets, managers should consider the following options.
Wireless technologies: Wireless headsets in the contact center can help coaches, supervisors and top agents move around the workplace to assist agents, thus reducing customer hold time and improving both productivity and customer satisfaction metrics. Easy access to supervisors and coaches can reduce escalated calls and increase one-touch resolution metrics. Today’s wireless headsets do not compromise mobility for call quality, as many have done in the past. Wireless headsets can also help users avoid ergonomic issues. Employees can stand up and stretch while on a call. They don’t have to awkwardly maneuver to reach files while staying connected to the phone.
Inbound Volume control: Many headsets on the market use the volume control option available on the telephone. That is appropriate for most office environments, but not for transaction-based contact centers. Since agents don’t know the source of their next inbound call (LAN line, mobile, Internet, etc…) they should consider adding an Audio Processor that recognizes the agents’ preferred listening level and adjusts the incoming signal (up or down) to that preferred level before the agent begins the conversation. In addition, most Audio Processors have sound-limiting features that will guarantee volume levels are capped so a sudden noise spike will protect and not startle workers. These technologies will make work less stressful for contact center employees and will reduce repeats and errors, thus improving customer satisfaction.
Comfort and fit: One size does not fit all when it comes to headsets. And comfortable fit is not always the top design priority for all manufacturers. It’s important when selecting a headset vendor for your workforce to chose one that puts an emphasis on comfort and offers options to fit different ears. For example, some manufacturers provide several different size earbuds with their headsets so users can select the one they like best. Choosing a lightweight headset is also important, since workers will wear theirs for the duration of their shift. Some manufacturers use breathable materials to avoid excess heat as well as an anti-static design to negate static electricity buildup from contact with synthetic carpet.
Versatility: Most headsets today can be integrated with a variety of devices. This means workers can use the same headset for traditional phone calls and VoIP calls through their PC, thus reducing overhead and the need for contact centers to stock additional types of headsets for their representatives.
Durability: Since contact center headsets are used constantly and touch many hands each day, they need to be constructed with durable material that will stand up to the daily rigors. They also need to exhibit consistent, reliable performance. A broken or fickle headset can negatively impact productivity.
Support: Different vendors offer different support options. In a contact center environment where headsets are critical to the business, robust support is necessary. Managers don’t have time to worry about fixing faulty headsets – they need to work with a vendor that will efficiently handle any equipment issues and rapidly provide replacements when necessary.
There is a variety of telephone headsets on the market today. By considering these elements, any contact center manager will be able to find the best solutions – and reap the benefits of a more ergonomically outfitted workplace. |
