Are you a call centre manager?
In search of a health and safety risk assessment tailored to your activity?
Do you need a pre-filled assessment to save you hours of work?
Want to be in compliance with safety regulations?
 
Our Health and Safety Risk Assessment is designed to meet your needs with:
→ A professional risk assessment totally specific to call centres.
→ A professional risk assessment for call centre operators.
→ Risk prevention proposals dedicated to call centres.
→ Integration of risks linked to the COVID-19 (Coronavirus) pandemic.
 
All this in an easily editable Excel format, allowing you to make personalized updates on your own.
 
FEATURES OF THE HEALTH AND SAFETY RISK ASSESSMENT 
 
This 5-page Excel file includes:
A Cover Page
A Company Information page
A presentation of the Risk Assessment Methodology used.
An occupational risks assessment tailored to your sector of activity.
A risk prevention schedule with all the different safety measures.

It contains 26 occupational risk situations classified into 3 work units:
Teleoperator
Administration
Computer maintenance staff
 
☑ Complies with the employer's obligation to assess risks
(Regulation 3 of the Management of Health and Safety at Work Regulation 1999)
☑ Adheres to the General Principles of Prevention
(Schedule 1 of the Management of Health and Safety at Work Regulation 1999)
☑ Takes into account good practice and pitfalls in risk assessment
(Report RR151 from the Health and Safety Executive)
 
EXCERPTS FROM THE HEALTH AND SAFETY RISK ASSESSMENT 
 
The danger of noise: Teleoperators' workspaces are very noisy, as they are collective and often without separation. What's more, teleoperators often use poorly-adjusted headsets to communicate with customers. This is particularly true when all the operators are communicating, as it creates a high level of ambient noise. Office machines (printers, photocopiers, etc.) can also add to the noise. Possible damage: hearing fatigue, tinnitus, hearing damage or even temporary or permanent hearing loss. To reduce these risks, it is advisable to alternate tasks so as to carry out missions without wearing headphones. It is possible to use binaural headphones (2 earpieces) with voice modulator (85dB max). Workstations can also be fitted with digital protectors to separate them from external noise. You can also work on insulation by equipping walls and ceilings with noise-absorbing materials. Training can also be provided by informing teleoperators about the risks of hearing loss and how to adjust the volume.
 
The danger of prolonged static sitting: Teleoperators sit at their workstations all day, which can be problematic in the long term. These risks are particularly present if the workstation is poorly adjusted and does not offer the teleoperator a suitable posture. Prolonged poor sitting posture can lead to neck pain, lower back pain and wrist disorders (carpal tunnel syndrome). To reduce these risks, it is essential to keep the computer screen at eye level, and to use adjustable office equipment. Finally, it is important to train operators in screen-working postures.
 
The danger of high workloads: Teleoperators are often required to carry out short, repetitive tasks at relatively high work rates. This is particularly problematic if the teleoperator's activity is controlled by the hierarchy, which imposes high productivity. This productivity pressure can lead to stress, gastrointestinal problems, irritability, chronic fatigue, impaired sleep, demotivation and even depression. To limit these risks, take regular breaks to relieve pressure and take your mind off things, limit staggered or irregular working hours, take compensatory rest when needed, and plan regular shift rotas in advance.
 
The danger of continuous screen work: Teleoperators work all day in front of a computer screen, which puts a heavy strain on vision, as the eyes have to adapt to it constantly. These risks are exacerbated by eye defects (myopia, hyperopia, astigmatism, etc.) and poor lighting conditions in the workspace. Continuous work at the computer can lead to blurred vision, tingling and redness of the eyes, watering, blinking and headaches.
 
 
A GUARANTEE OF THE QUALITY OF OUR HEALTH AND SAFETY RISK ASSESSMENT 
_ We're registered as Professional Risk Prevention Consultants.
_ Our team comprises graduate safety engineers.
_ Our documents are routinely checked by safety inspectors.
_ We frequently update our Occupational Risk Assessments.
 
RESOURCES
_ "Call centres: A guide to safe work" by Comcare