A sound working environment in call and contact centres advice and guidelines

A Sound Working Environment in Call and Contact Centres Advice and Guidelines
Full Text Version
This document has been prepared by

The Swedish Employers’ Federation ALMEGA-forum for service companies

The Swedish National Institute for Working Life

The Swedish Work Environment Authority

CallCenter Institute

The Swedish Call Centre Federation

The Salaried Employees’ Union, HTF

This document can be downloaded free of charge from the website of the National Institute for Working Life: http://www.arbetslivsinstitutet.se/pdf/callcenter-guidelines.pdf Contents
1. 2. 3. A B C D 4. A B C 5. 6. A B 7. 8. A B C 9. A B C D

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INTRODUCTION..................................................................................................................1 QUALITY ASSURANCE IN THE WORKING ENVIRONMENT .................................5 OFFICE SPACE AND ENVIRONMENT...........................................................................8 THE WORKPLACE ......................................................................................................................8 VISUAL AND LIGHTING CONDITIONS .......................................................................................10 SOUND AND NOISE CONDITIONS .............................................................................................12 INDOOR CLIMATE AND AIR QUALITY ......................................................................................14 FURNITURE AND EQUIPMENT.....................................................................................16 DESKS AND CHAIRS ................................................................................................................16 COMPUTER EQUIPMENT ..........................................................................................................19 SOFTWARE AND SYSTEMS .......................................................................................................21 WORK TECHNIQUE AND HOW TO PLACE