1、ETSI TR 102 202 v1.1.2 (2003-05) Technical Repor Human Factors (HF); Human Factors of work in call centres 2 ETSI TR 102 202 VI .I .2 (2003-05) Reference RTR/HF-00063 Keywords HF, call centre, health, telephony ETSI 650 Route des Lucioles F-O6921 Sophia Antipolis Cedex - FRANCE Tel.: +33 4 92 94 42
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5、ors in the present document, send your comment to: Cori vriaht Notifica tion No part may be reproduced except as authorized by written permission. The copyright and the foregoing restriction extend to reproduction in all media. O European Telecommunications Standards Institute 2003. All rights reser
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7、P Organizational Partners. ETSI 3 ETSI TR 102 202 VI .I .2 (2003-05) Contents Intellectual Property Rights . .6 Foreword . 6 Introduction . .6 1 Scope 7 2 References . .7 3 Definitions and abbreviations. . .8 3.1 Definitions . 8 3.2 Abbreviations . . 9 4 General background .9 4.1 4.1.1 4.1.1.1 4.1.1
8、.2 4.1.2 4.1.2.1 4.1.2.2 4.1.2.3 4.1.2.4 4.1.2.5 4.1.2.6 4.1.2.7 4.1.2.8 4.2 4.2.1 4.2.2 4.3 4.3.1 4.3.2 4.3.3 4.4 4.4.1 4.4.2 4.5 5 5.1 5.2 5.3 5.4 5.5 5.6 5.6.1 5.6.2 5.6.3 5.6.4 5.7 5.8 5.9 6 6.1 6.1.1 6.1.2 6.2 - Classification of call centres . 9 Sectors and type 9 Sectors . 9 Types. 11 Factors
9、 affecting the call centre activities 12 Who initiates the call . 12 Location and use . 12 Size 12 12 Contract type . 12 2417 operation . 12 Geographical coverage 12 Languages . 13 13 . . . . . Retentionlchurn . . . . . Working environment .20 General recommendations 20 Floor pladLayout . 21 Space .
10、 .24 2417 operation . 25 Hot desking 25 Air quality . .25 Fresh air 25 Temperature 25 Humidity . 26 Air movement . . .26 Lighting . Noise . Radiation . Work stations . .27 Display screen equipment 27 EU directive 27 IS0 9241 . 28 Workstation adjustment . .30 ETSI 4 ETSI TR 102 202 VI .I .2 (2003-05)
11、 6.3 6.3.1 6.3.2 6.3.3 6.3.4 6.3.5 6.4 6.4.1 6.4.2 6.4.3 6.4.3.1 6.4.3.2 7 7.1 7.2 7.2.1 7.2.2 7.2.3 7.3 7.3.1 7.3.2 7.3.3 7.4 7.5 7.5.1 7.5.2 7.6 7.6.1 7.6.2 7.6.3 7.6.4 7.7 7.8 7.9 7.10 7.11 8 8.1 8.1.1 8.1.2 8.1.3 8.1.4 8.1.5 8.2 8.2.1 8.2.2 8.2.2.1 8.2.2.2 8.2.2.3 8.2.3 8.2.4 8.3 8.3.1 8.3.2 8.3
12、.3 8.3.4 8.3.5 8.3.6 8.3.7 8.3.8 Headset . .30 Nois ophones . .30 Microphone positioning. . 30 31 31 31 31 erators .3 1 . . Textphone facilities for deaf people 32 Workplaces for partially sighted people . 32 Large print user . 32 Braille user 32 Work organization . .33 rganization . . .33 . . .33 .
13、 33 . 34 . 34 . 34 . 34 35 . 35 Rewards, payment by results . Consultation with employees Management . . 35 Monitoring. . . 36 General considerations . 36 Legal requirements and recommendations . . 37 Feedback . .37 General . 37 Feedback from callers . . 37 Feedback from supervisors . .37 Feedback f
14、rom call handlers . . 37 Hot desking . 38 ShiR work . 38 Partnerships 39 Group working . 39 40 3perator issues . 40 . 40 . 40 . 41 . 41 People with special needs and foreign callers . . 41 Code of practice . 41 Health issues . .42 Hearing . .42 Eyesight .42 General .42 Visual fatigue .43 Blink rates
15、 . .43 Voice . .43 MusculoSkeletal Disorders (MSDs) . .44 Stress . 45 External influences . 45 Work culture 45 Job demands . .46 Job control . .46 Work relationships. . . .47 Organizational change . .47 Support for reducing stress . Breaks . . . .47 . .47 Role . ETSI 5 ETSI TR 102 202 VI .I .2 (2003
16、-05) 8.3.9 8.4 8.5 8.6 8.6.1 8.6.2 9 9.1 9.2 9.3 9.4 9.5 9.6 Critical calls . . 48 Reference material . . 48 Support from supervisors . 48 . 49 Abuse . Verbal abuse . 49 Discriminatory calls . . 50 Client issues . .50 . 50 . 50 Time in queue . 51 . 51 Dead line . . 51 Time of day . 51 . . History .
17、.52 ETSI 6 ETSI TR 102 202 VI .I .2 (2003-05) Intellectual Property Rights IPRs essential or potentially essential to the present document may have been declared to ETSI. The information pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be fo
18、und in ETSI SR 000 314: “Intellectual Property Rights (7PRs); Essential, orpotentially Essential, IPRs notlJied to ETSI in respect ofETSI standards“, which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web server (5). All published ETSI deliverables shall include i
19、nformation which directs the reader to the above source of information. Foreword This Technical Report (TR) has been produced by ETSI Technical Committee Human Factors (HF). I n t rod uct ion The present document deals with the human factors aspects of work in call centres and gives some recommendat
20、ions of best practice. It is based on reviews of existing studies of call centre operation in the UK 15 and other countries, supported by some practical research. The present document is aimed at managers of call centres, their customers, call centre equipment and software designers and manufacturer
21、s, occupational health and human resources management. The focus is on call handlers, but the advice is also pertinent to employees with other roles in call centres. The document identifies jobs and tasks in call centres and the attributes and skills of call handlers and related training issues. The
22、 practical issues of disability are considered. The document should be of interest to those responsible for health and safety although it does not deal with physical safety issues. It notes that some aspects of stress, which is dealt with, can impact on safety. It details current European legislatio
23、n that is relevant to call centre operation and reports on some voluntary initiatives in the area. Recommendations in the present document are limited to real time voice based services although the implications of changing technology are noted. ETSI 7 ETSI TR 102 202 VI .I .2 (2003-05) 1 Scope The p
24、resent document reviews the human factors issues of those centres where business is conducted via the telephone whilst simultaneously using Display Screen Equipment (DSE) and gives guidance on the design of the tasks and of the working environment. It classifies such call centres to facilitate the i
25、dentification of specific tasks, functions and supporting equipment. It reports a number of studies into the call centre working environment and consultations with stakeholders. Guidance is given in the context of current legislation and developing technologies. Human factors problems associated wit
26、h call centre work are highlighted, and where appropriate, examples of best practice are given to illustrate how they may be avoided. The present document is applicable to call centres of various types such as help lines and telemarketing. It does not deal with issues related either to surveillance
27、centres or to sex lines. It does not deal with web based contact centres. Recommendations in the present document are limited to real time voice based services although the implications of changing technology are noted. Although personal health considerations are included in the present document, sa
28、fety issues are outside its scope. 2 Re fe re nces For the purposes of this Technical Report (TR), the following references apply: il CEN Workshop agreement CWA 14087: 2000 “European Call Centre Standards for Training and Qualification - Customer Contact Representative Competences“. Council Directiv
29、e 89/391/EEC of 12 June 1989 on the introduction of measures to encourage improvements in the safety and health of workers at work (OJ L 183,29/06/1989 pp. 1-8). Council Directive 89/654/EEC of 30 November 1989 concerning the minimum safety and health requirements for the workplace (first individual
30、 directive within the meaning of Article 16 (1) of Directive 89/391/EEC) (OJ L 393,30/12/1989 pp. 1-12). Council Directive 90/270/EEC of 29 May 1990 on the minimum safety and health requirements for work with display screen equipment (fifth individual Directive within the meaning of Article 16 (1) o
31、f Directive 89/391/EEC) (OJ L 156,21/06/1990 pp. 14-18). Council Directive 93/104/EC of 23 November 1993 concerning certain aspects of the organization of working time (OJ L 307, 13/12/1993 pp. 18-24). Directive 95/46/EC of the European Parliament and of the Council of 24 October 1995 on the protect
32、ion of individuals with regard to the processing of personal data and on the free movement of such data (OJ L 281,23/11/1995 pp. 31-50). 21 31 41 51 61 71 Directive 97/66/EC of the European Parliament and of the Council of 15 December 1997 concerning the processing of personal data and the protectio
33、n of privacy in the telecommunications sector (OJ L 24,30/01/1998 pp. 1-8). ETSI ETR 329: “Human Factors (HF); Guidelines for procedures and announcements in Stored Voice Services (SVS) and Universal Personal Telecommunication (UPT)“. ETSI ETS 300 38 1: “Telephony for hearing impaired people; Induct
34、ive coupling of telephone earphones to hearing aids“. 2000/520/EC: Commission Decision of 26 July 2000 pursuant to Directive 95/46/EC of the European Parliament and of the Council on the adequacy of the protection provided by the safe harbour privacy principles and related frequently asked questions
35、 issued by the US Department of Commerce (notified under document number C(2000) 2441) (Text with EEA relevance.). (OJ L 215,25/08/2000 pp. 7-47). ETSI 8 ETSI TR 102 202 VI .I .2 (2003-05) IS0 9241 : “Ergonomic requirements for office work with visual display terminals (VDTs)“ (Parts 1 to 17). IS0 9
36、241-6 (1998): “Ergonomic requirements for office work with visual display terminals (VDTs) - Part 6: Guidance on the work environment“. ITU-T Recommendation P. 10 (1998): “Vocabulary of terms on telephone transmission quality and telephone sets“. ITU-T Recommendation V. 18: “Operational and interwor
37、king requirements for DCEs operating in the text telephone mode“. “Advice regarding call centre working practices“ htlu:l.i.hse.izoi.:laLulacd/5i4- 1 .htin. “Call Centre Hilfen fur Planung und Einrichtung“ SP2.10 (BGI 773) VBG Verwaltungs- Bemfsgenossenschaft. “FEDMA Legal Fact Pack“ - Available thr
38、ough Inrt:/U.fdwia.owe;. Incomes Data Services, Pay however, these are likely to be linked to other centres in a network. There is a trend away from large and medium size call centres to those with less than 50 agents. 4.1.2.4 Single or multiple business operation Many small companies will contract
39、their call centre business to a specialized call centre which may operate more than one business from one centre. This may put an additional burden on some call handlers as they have to be certain that they are answering the right calls on behalf of the right organization. Other operators welcome th
40、e variety as an enrichment to their work. To assist, it is normal for appropriate information to come up on the CTI screen. 4.1.2.5 Contract type Some call centres are “in-house“ parts of the organization and are located within the company. However, other organizations may contract out their call ce
41、ntre operations to a specialized call centre company. This can have implications for the welfare and integration of the staff employed at the call centre. Some organizations use both types, using in-house call centres for handling complaints and the external service suppliers to handle other more ro
42、utine activities such as order and invoice handling. 4.1.2.6 24/7 operation Working through the night in call centres is becoming commonplace. Working practices such as “2417“ (24 hours per day, seven days per week) occupancy and layout changes are much more common in call centres than in typical of
43、fices. These working arrangements can have an effect on the environmental conditions. Call handlers working shifts in “2417“ call centres are particularly vulnerable from physical attack when leaving or arriving very late at night or very early in the morning. Public transport may not be available a
44、t these times, and call handlers may have to walk instead, which may expose them to greater risk. 4.1.2.7 Geograph ical coverage In order to cover 24 hour operation many large multinationals are opting to have some of their call centre operation in a different time zone, for example in India or Sout
45、h Africa. This would overcome the need to employ staff on 2417 operation and to pay the higher salaries for unsociable working hours. The advantages of using for example India is that it has a large population of highly educated people, well developed software and CTI industry and a large unemployed
46、 workforce - cost of labour is cheap and the second language in India is English. However, there can be problems (see clause 4.1.2.8). ETSI 13 ETSI TR 102 202 VI .I .2 (2003-05) 4.1.2.8 Languages The English spoken by Indians is a very heavy dialect and much training is needed to make the accent mor
47、e acceptable to the US and UK customers. The non-existent Customer Service Culture (CSC) in India will make training of call centre agents mandatory and difficult, since such a luxury such as service is not part of everyday life in India. In addition much training is given in common news items and c
48、ulture so that it is not obvious to the caller where the call centre is located. Foreign language knowledge can be important for some call centre staff when a multi-national companys call centre is located in just one country. If there is staff from many nations in one call centre their cultural req
49、uirements will need to be taken into consideration. Ireland has established itself as one of the leaders in the field of pan-European call centres, with call centre qualifications including a foreign language component. Companies using Ireland in this capacity include airlines, car rental companies, parcel services and computer companies. Callers in the foreign country still call a freephone number in their own country. In the Netherlands it is stated that 73 % of the Dutch population speak one foreign language, 44 % speak two and 12 % speak three
