The Ergonomics of a Telemarketing Center

Occupational illnesses suffered by telemarketers have risen from 18% of all illnesses in 1981 to 62% in 1992. You may have heard complaints of stiff or sore necks, backs, hands, wrists, arms, elbows, and shoulders. Or you may have seen an increase in Workers Compensation claims from insureds who have their own telemarketing or call centers.

Cumulative trauma disorders (CTDs) is the label applied to a range of medical maladies that result from repeated stress and overuse of muscles, tendons, ligaments, nerves, and related structures. If a body does not have enough time to repair itself between stress cycles, CTDs, such as carpal tunnel syndrome, tendinitis, and other illnesses, could develop.

To help prevent injuries, telemarketing center planners should design the office layout after defining the environmental requirements, which are based on the various job characteristics. They should consider whether the work is high volume, repetitious, etc. Some questions to ask are:

• Will there be heavy reliance on interaction with data terminals?
• What type of mobility will be needed?
• Does the telemarketer need easy access to supervisors?
• What training will be needed?
• What kind of turnover should be anticipated?

Telemarketing center planners must also examine the telemarketers' needs, such as concentration, privacy, access to tools and other areas, office status, lighting, storage, comfort, and ability to adjust their work space.

Comfort and ability to adjust to work space are issues of ergonomics, which includes the study of the relationship between humans, work, and the working environment. Telemarketing centers that are ergonomically designed and managed not only improve productivity, but reduce and manage disability claims. A good ergonomic program will:

• minimize energy expenditure
• balance static and dynamic work
• allow some decision-making, so agents can vary activities according to personal needs, work habits, and workplace circumstances
• give telemarketers a sense of accomplishment
• include training, so telemarketers know their tasks and how to do them
• provide good work/rest schedules
• allow an adjustment period for physically demanding jobs
• provide feedback to the workers about how they're doing

Good job design demands attention to the administrative practices that determine the telemarketers' duties and when and where they're done. Managers, supervisors, and telemarketers should include these priorities in their work requirements and employment policies:

• Vary body positions and movements. Design jobs with varied tasks that require changes in body positions, muscles used, and activities for the mind. This can be accomplished by expanding and rotating jobs.
• Optimize work-break schedules. Rest breaks help alleviate the ailments caused by unavoidable repetitive movements and static body positions. Frequent, short breaks can be more effective than fewer long breaks. Encourage workers to change body positions and exercise during rest breaks. Workers need to stretch and use different muscle groups.
• Allow for an adjustment period. When work demands physical effort, set an adjustment period for workers just beginning such duties and for all workers following holidays or illnesses.
• Provide training in correct work procedures and equipment operations. Organized, consistent, and ongoing training will help workers understand your expectations of them and how to accomplish their work safely.
• Employ enough workers to complete tasks safely. Prevent injuries by having more workers help with tasks.
• Vary work tasks to add variety to mental activities. Coordinate and spread the workload among workers to achieve greater balance and variety.