Call Center Workstations – Don’t Be A ‘Turtle Head’

The attached photo is typical of many call centers particularly the posture of the reps at the workstations. They are what I call “turtle heads” – backs hunched over, neck and head all scrunched down looking down at their computer screen. Sitting like this constantly 8 hours a day can do serious damage to your back, spine, neck and posture – which can lead to all other types of health issues. On a daily basis, it can contribute to headaches, fatique and lower call center rep productivity and quality. While most call centers provide ergonomically correct chairs for the reps, I find many fail to correct some of the other primary points of rep’s workstation that force the rep to sit incorrectly their entire shift. One primary point is the level of your computer screen. You should not have to look down to see it – instead it should be positioned at eye level or slightly below it. This can easily be corrected by the purchase of a plastic riser that any office supply vendor sells. Here is how http://www.wiki.com/ explains How To Set Up An Ergonomically Correct Workstation and here is what the Department Of Labor’s OSHA has to say about Computer Workstations.

If you feel that your call center needs to improve the ergonomics of its workstations, then bring these articles to your management’s attention. However, it’s important to keep in mind that your call center management does have an annual budget for office supplies and equipment that must be adhered to. If they can’t make these ergonomic improvements immediately, be patient and give them a chance to try to get the needed funds into next year’s budget. In the meantime, you may want to brainstorm with your supervisor or call center director some low cost immediate solutions. Bringing an important issue like to management’s attention - along with an attitude that shows respect for the budget and an eagerness to work with them as a team player to find reasonable solutions - demonstrates your leadership abilities and will truly impress them.