Ergonomics is the science of designing the workplace to fit the requirements of call center agents. It represents a tool whereby your call center can enhance the performance of agents by improving comfort, reducing the physical strain associated with their jobs and improving their efficiency. The Norbell Call Center Professional Services Ergonomic Program, developed by our Alliance group, exclusively for use in the call center work environment is designed to accomplish this in a logical and cost-effective manner. Norbell will help customers create an ergonomically-correct work environment, a workforce properly trained in the principles of ergonomics and a self-sustaining ergonomics system within your organization.

The Norbell Call Center Professional Services Consultant will work with you to ensure that your facility meets all applicable ergonomic guidelines. This includes:

• On-site ergonomic evaluation
  
• Recommendations for space requirements in the facility based on workstation / job type and job requirements
  
• Procurement of ergonomically-correct equipment for the facility
  
• Recommendations for lighting, carpeting and ceiling requirements
  
• Developing any necessary training materials for agents entering the new facility
  
• Engineering controls, administrative controls and training controls

The emphasis of the Norbell Ergonomics approach is maximizing the extent to which agents can effectively utilize their work environment. This is accomplished through the development of an ergonomics training program that shows the agents how to achieve desired ergonomic objectives through behavioral changes. General ergonomic principles such as the neutral posture, preferred viewing angles, etc., are demonstrated using the office equipment provided. Hands-on practice is provided to ensure that the agent understands the principles. The responsibilities of the agent, in terms of fitness and off-work activities are emphasized. Increased sick time and long term disability payments are experienced by employers who choose to ignore the basic principles behind an ergonomically correct environment. Our goal is to provide the customer with the tools to avoid this unfortunate expensive situation.

Ergonomics is an ongoing process and our call center professional consultant can help your call center establish an ergonomics program. Our program will consist of the following elements:

• Passive and active health surveillance
  
• Job analysis and design
  
• Training

To help you get started our consultant will work with your management and supervisor team to select and train an ergonomics team, write an ergonomics plan, establish priorities and ensure they are carried out. This will be a valuable asset in containing sickness and disability expenses.

The value of an ergonomically-correct workstation coupled with a design plan for an aesthetically pleasing environment will position your call center as a show piece for potential service bureau clients. These are often necessary requirements to win service bureau business. Our Norbell Call Center Professional Consulting team will ensure your call center is designed to enhance the performance of your agents as well as position you to meet the requirements of any future call center business.