Lesson 1: Safety Measures
Health and safety hazards differ from one contact center to another. This would depend on the tasks involved, the nature of the work organization, performance quotas and requirements, type of clients, individual and psychosocial factors.
The workers in contact centers invariably utilize computers in their business activities and predispose them to risk factors that may affect the eyes and musculoskeletal system. It is important that contact center practitioners exercise safety measures within their workplace.
People who works in the contact center spends their time mostly talking and
assisting the customers in front of their computer with two monitors. They
usually wear headset when they are communicating with customers while their
eyes were focused on the monitor to see the information of the caller.
Do you know some computer related disorders?
Work-Related Musculoskeletal Disorders (WMSDs)
Work-related musculoskeletal disorders are disorders of the muscles, nerves, tendons, ligaments, joints, cartilage or spinal discs partially caused, aggravated, accelerated or exacerbated by adverse working conditions. The development of WMSDs requires weeks, months or years of exposure to identified risk factors.
Recovery is likewise prolonged, often extending long after exposure to the risk factor has ceased. Symptoms of WMSDs may include pain, fatigue, swelling, numbness, and tingling and may be experienced in any of the body parts. In
computer users, the usually affected areas are the neck, shoulder, wrist/hand
and lower back.
Visual Fatigue
Computer use is demanding to the eyes since work is done at a close distance over long periods of time. Reduced blinking rate and widening of the eye surface area when working with the computer contribute to increased eye discomfort due to drying of the eyes. Symptoms of eye strain include smarting, itchiness, redness, tearing or dryness, or eye pain.
Health and Safety Measures in Using Computer
A. Adjusting and customizing the workstation
· Position top of monitor below eye level to favor a downward gaze
· Maintain a comfortable viewing distance of about an arm’s length
· Tilt the monitor backward by about 10 to 20°
· Adjust color, brightness, contrast for eye comfort
· Place monitor perpendicular to window or light source to reduce glare
· Close blinds or dim lights if there is too much glare or reflection
· Always keep the monitor clean
B. Selecting chairs that are appropriate for computer work
· Adjustable height
· If provided, adjustable arm rest height and splay
· Appropriate lumbar support
· Edges that are rounded
· Five-leg base for stability
· Fabric that breathes
· Seat pan that fits and swivels
C. Adjusting the keyboard for comfortable posture of the hands and wrists
· Place the keyboard at approximately seated elbow height
· Keyboard height should allow the shoulders to be relaxed
· Wrist position should be straight and not bent or rotated
· Place mouse next to keyboard to avoid frequent reaching
D. Good work practices to prevent aches and pains
· Frequently change body positions while consciously maintaining neutral body
posture
– Alternate between standing and sitting
– Symmetry in posture (no twisting, rotation or bending) is desired so that compressive forces to and muscle forces of the spine will be equal. This, in turn, may help prevent neck and back pain.
-Reduce repetitions by encouraging “break jobs” or job away from the computer
– Arms and hands should be relaxed when not keying. Hands may be placed on
the lap instead of holding the fingers poised over the keys.
-Minimize stress on body by making use of the workstation supports provided
such as the lumbar support, foot rest, wrist/arm rest, etc
-Promoting the habit of using back support of the chair may induce a reclining
position rather than a forward leaning position.
– Reduce eyestrain by:
– Detection and correction of error of refraction
– Exercising eye muscles and blinking
– Looking into the distance
– Practice stress-reduction techniques
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Sources:
TLE – GRADE 9
PIVOT IV-A LEARNER’S MATERIAL
QUARTER 1 – MODULE 1
Authors: Mary Ann N. Villareal
Editor: Marycon Carmela G. Mella
Reviewers: Ivan Honorpette Mijares, EPS LRMS
Rolando B. Talon Jr., EPS – EPP TLE TVL
Ferdinand Marquez, Regional EPS – EPP/TLE/TVL
Illustrator:
Layout Artist:
Management Team: Glenda DS Catadman, CID Chief, SDO Imus City
Ivan Honorpette Mijares, EPS LRMS
Rolando B. Talon Jr., EPS – EPP TLE TVL
Ferdinand Marquez, EPS II in charge
https://www.ccohs.ca/oshanswers/diseases/rmirsi.html
https://www.healthline.com/health/musculoskeletal-disorders#causes
https://www.oshc.dole.gov.ph/images/OSH-for-Call-Center.pdf
https://www.ccohs.ca/oshanswers/ergonomics/office/eye_discomfort.html?=undefined&wbdisable=true
