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4bffed8fe31ed1fc1f71e628b4395743 | 102 171 | 6.12.2 Deflect - Service Response example | The telephony platform provides a positive response to the Deflect service request. There are no mandatory Service Request parameters. <?xml version="1.0" encoding="UTF-8"?> <DeflectCallResponse xmlns="http://www.ecma.ch/standards/ecma-323/csta/ed2"/> |
4bffed8fe31ed1fc1f71e628b4395743 | 102 171 | 6.13 Notification of a Diverted Connection | As the result of the Deflect service, an ECMA-323 Diverted event is provided by the telephony platform to indicate that the deflected connection is now cleared and the call has been moved to another device. |
4bffed8fe31ed1fc1f71e628b4395743 | 102 171 | 6.13.1 Diverted Event example | The event contains the following parameters: • monitorCrossRefID: this parameter represents the handle provided in the Monitor Start response. • connection: this parameter contains connection identifier of the connection in the voice browser platform that was moved to another endpoint. • divertingDevice: this parameter... |
4bffed8fe31ed1fc1f71e628b4395743 | 102 171 | 6.14 Single Step Conference | A voice browser application can use the ECMA-323 Single Step Conference service to add another device into an existing call at the voice browser platform. As a result of the service, no devices are dropped from the call. |
4bffed8fe31ed1fc1f71e628b4395743 | 102 171 | 6.14.1 Single Step Conference - Service Request example | The mandatory Service Request parameters are: • activeCall connection: the connection identifier of the conferencing connection (connection at the voice browser platform); ETSI ETSI TR 102 171 V1.1.1 (2003-02) 23 • deviceToJoin: the device identifier associated with the device to be added to the existing call; • partic... |
4bffed8fe31ed1fc1f71e628b4395743 | 102 171 | 6.14.2 Single Step Conference - Service Response example | The telephony platform provides a positive response to the Single Step Conference service request. The mandatory Service Request parameters are: • conferencedCall connection: the connection identifier at the deviceToJoin's connection. Note that if the deviceToJoin is a device that is outside of the telephony platform, ... |
4bffed8fe31ed1fc1f71e628b4395743 | 102 171 | 6.15 Notification of an Party Added to a call | As the result of the Single Step Conference service, an ECMA-323 Conferenced event is provided by the telephony platform to indicate that a new device has been added to an existing call. After the Conferenced event, additional events may be generated to reflect the progress of the call at the new device (e.g. Establish... |
4bffed8fe31ed1fc1f71e628b4395743 | 102 171 | 6.15.1 Conferenced Event example | The event contains the following parameters: monitorCrossRefID: this parameter represents the handle provided in the Monitor Start response. primaryOldCall connection: this parameter contains connection identifier of the connection of the transferring endpoint in the voice browser platform. conferencingDevice: this par... |
4bffed8fe31ed1fc1f71e628b4395743 | 102 171 | 6.16 Failure Response example | The CSTAErrorCode message is used to indicate a failure response to an ECMA-323 service request. This example shows an error response to the Monitor Start request. The CSTAErrorCode message The mandatory CSTAErrorCode parameters are: • There is a choice of 7 error categories. In this example the error category of "oper... |
4bffed8fe31ed1fc1f71e628b4395743 | 102 171 | 7 SALT/CSTA XML Programming Example | The following example is taken from the SALT 1.0 Specification. The example demonstrates the use of ECMA 323 in SALT. The main purpose of the example is simply to ask the caller to say a phone number and transfer the call. The SALT application can be logically composed of the following sections. Data for the applicatio... |
4bffed8fe31ed1fc1f71e628b4395743 | 102 171 | 8 CCXML/CSTA XML Programming Example | The following example demonstrates the use of ECMA-323 with CCXML. The example shows how the ECMA-323 services and events used in the previous example are created and exposed via CCXML. <?xml version="1.0" encoding="UTF-8"?> <ccxml version="1.0" xmlns="http://www.w3.org/2002/09/ccxml" xmlns:ccxml="http://www.w3.org/200... |
4bffed8fe31ed1fc1f71e628b4395743 | 102 171 | 9 CSTA Call Control Features | Some ECMA-323 conformant platforms may provide more advanced call control features. This clause provides an overview of the complete set of CSTA Call Control Features. Please refer to ECMA-269 for a detailed specification of the features. |
4bffed8fe31ed1fc1f71e628b4395743 | 102 171 | 9.1 Services | • Accept Call: Causes an offered call to transition to the Ringing or Entering Distribution mode of the alerting state. • Alternate Call: Places an existing call on hold and then retrieves a previously held or alerting call at the same device. • Answer Call: Answers a call that is ringing, queued, or being offered to a... |
4bffed8fe31ed1fc1f71e628b4395743 | 102 171 | 9.2 Events | • Bridged: Indicates that an appearance at a shared bridged device configuration has been placed into an inactive mode (i.e. queued state). • Call Cleared: Indicates that all devices have been removed from an existing call. • Conferenced: Indicates that the conferencing device has conferenced itself or another device w... |
3169fd1e7310dfbdf7d18088bb4ff389 | 102 126 | 1 Scope | The present document contains additional information and guidance on the harmonized definitions and measurement methods specified in EG 201 769 [1]. The purpose of the present document is: • to highlight aspects of the parameters that have been found to need further clarification; • to provide additional information fo... |
3169fd1e7310dfbdf7d18088bb4ff389 | 102 126 | 2 References | For the purposes of this Technical Report (TR), the following references apply: [1] ETSI EG 201 769: "Speech Processing, Transmission and Quality Aspects (STQ); QoS parameter definitions and measurements; Parameters for voice telephony service required under the ONP Voice Telephony Directive 98/10/EC". [2] ETSI EG 202 ... |
3169fd1e7310dfbdf7d18088bb4ff389 | 102 126 | 3 Definitions and abbreviations | |
3169fd1e7310dfbdf7d18088bb4ff389 | 102 126 | 3.1 Definitions | For the purposes of the present document, the terms and definitions given in EG 201 769 [1] and the following apply: carrier selection: call set-up mechanism where the user requests a call set-up via a service provider who is not the provider of the access network the user is connected to NOTE: There are three forms of... |
3169fd1e7310dfbdf7d18088bb4ff389 | 102 126 | 3.2 Abbreviations | For the purposes of the present document, the following abbreviations apply: ACD Automatic Call Distribution DTMF Dual Tone Multi-Frequency IN Intelligent Networks ISDN Integrated Services Digital Network NTP Network Termination Point ONP Open Network Provision PSTN Public Switched Telephone Network SS7 Signalling Syst... |
3169fd1e7310dfbdf7d18088bb4ff389 | 102 126 | 4 General considerations | |
3169fd1e7310dfbdf7d18088bb4ff389 | 102 126 | 4.1 Services covered | The service definitions in EG 201 769 [1] are clearly defined and there is no need for further explanations. The influence of the inclusion of calls to mobile destinations, however, is often underestimated. Depending on the proportion of calls to mobile destinations, the statistics of a service provider might be signif... |
3169fd1e7310dfbdf7d18088bb4ff389 | 102 126 | 4.2 Non standard levels of QoS | In EG 201 769 [1] it is stated that statistics should only be provided for the standard level of QoS for each parameter. In general the standard level is intended to be the level that would be covered by a universal service obligation. In cases where an operator is offering a different level of quality and is neverthel... |
3169fd1e7310dfbdf7d18088bb4ff389 | 102 126 | 4.3 Split reporting for directly- and indirectly-serviced customers | Several parameters are based on the number of fault reports. The fault report behaviour of users is significantly influenced by the kind of service, i.e. direct or indirect, they are using. Annex A provides detailed information on problems caused by the use of fault reports as the basis for QoS parameters. Due to the a... |
3169fd1e7310dfbdf7d18088bb4ff389 | 102 126 | 4.4 Sampling and test calls | The choice of adequate test calls, i.e. geographical locations of origin and destination of calls as well as traffic variations, is a crucial point with respect to the comparability and validation of the statistics to be calculated for the measured parameters. Further information on this topic is to be found in Annex B... |
3169fd1e7310dfbdf7d18088bb4ff389 | 102 126 | 4.5 Comparability | The following issues may affect the comparability of the measurement results: • Measurement methods may be implemented differently. (e.g. use of real traffic vs. test calls, choice of representative connections) • Measurements based on signalling information may be unreliable because the signalling systems are not impl... |
3169fd1e7310dfbdf7d18088bb4ff389 | 102 126 | 4.6 Publication of QoS parameters | Where measurements are made and published, an explicit reference to EG 201 769 [1] and any specific additional specifications should be given so that readers can be made aware of the background of the definitions and measurement methods. The reader should be enabled to understand the meaning, purpose and areas of appli... |
3169fd1e7310dfbdf7d18088bb4ff389 | 102 126 | 5 QoS parameters | Table 1 was copied from EG 201 769 [1]. It gives an overview on the ONP parameters, the respective measurement methods and application to direct and/or indirect services. For detailed information on the parameters the respective subclauses of clause 5 of EG 201 769 [1] should be consulted. Table 1: Summary of QoS Param... |
3169fd1e7310dfbdf7d18088bb4ff389 | 102 126 | 5.1 Fault rate per access line | This parameter is inappropriate for indirect service providers since: - the most critical issue is faults on the access line and this is relevant only to direct service providers; - the indirect operator does not provide the access lines, and the alternative of the number of service registrations does not provide compa... |
3169fd1e7310dfbdf7d18088bb4ff389 | 102 126 | 5.2 Unsuccessful call ratio | Useful additional information in order to measure this parameter may be found in the following annexes: • Annex B provides guidance on the selection of representative samples and test calls; • Annex C provides general information on real traffic monitoring and test calls; • Annex D provides an algorithm to decide on th... |
3169fd1e7310dfbdf7d18088bb4ff389 | 102 126 | 5.3 Call set up time | One basic problem when measuring the call set-up time is the correct determination of the starting point of the measurements. In analogue access systems in many cases overlap signalling is used, which makes it difficult to determine the starting point since the network may start the call routing process as soon as it h... |
3169fd1e7310dfbdf7d18088bb4ff389 | 102 126 | 6 Conclusions | The present document has given additional information on the use of the QoS parameters in EG 201 769 [1]. The usefulness of this information depends to some extent on the purpose for which the parameters are used. In principle the parameters may be used for various purposes such as: - Specifying the level of quality of... |
901c7d2ae58f3e45ec46b2017cc2d705 | 102 163 | 1 Scope | The present document describes the Profile mechanism of HIPERLAN/2 [1]. |
901c7d2ae58f3e45ec46b2017cc2d705 | 102 163 | 2 References | For the purposes of this Technical Report (TR) the following references apply: [1] ETSI TR 101 683: "Broadband Radio Access Networks (BRAN); HIPERLAN Type 2; System Overview". [2] ETSI TS 101 493 (all parts): "Broadband Radio Access Networks (BRAN); HIPERLAN Type 2; Packet based Convergence Layer". [3] ETSI TS 101 761-... |
901c7d2ae58f3e45ec46b2017cc2d705 | 102 163 | 3 Definitions and abbreviations | |
901c7d2ae58f3e45ec46b2017cc2d705 | 102 163 | 3.1 Definitions | For the purposes of the present document, the following terms and definitions apply: Access Point (AP): device that is responsible for the centralized control of the resources in a radio cell NOTE: It is usually connected to a fixed network. Central Controller (CC): provides control functionality equivalent to that of ... |
901c7d2ae58f3e45ec46b2017cc2d705 | 102 163 | 3.2 Abbreviations | For the purposes of the present document, the following abbreviations apply: AP Access Point BRAN Broadband Radio Access Networks CC Central Controller CL Convergence Layer DLC Data Link Control ETSI European Telecommunication Standard Institute H/2 HIPERLAN/2 IEEE Institute of Electrical and Electronics Engineers, Inc... |
901c7d2ae58f3e45ec46b2017cc2d705 | 102 163 | 4 Overview | The present document describes the use of Profiles within the H/2 standard, which were introduced in TS 101 761-2 [4]. A Profile specifies the operating environment (business environment, home environment), possible convergence layers and other application-specific features. Certain Profiles are defined for different o... |
901c7d2ae58f3e45ec46b2017cc2d705 | 102 163 | 5 Existing Profiles | |
901c7d2ae58f3e45ec46b2017cc2d705 | 102 163 | 5.1 Business Profile | The "Business Profile" describes an infrastructure-based H/2 network with a dedicated AP which is also connected to the core network. The list of features which have to be implemented is specified in TS 101 761-3 [5]. |
901c7d2ae58f3e45ec46b2017cc2d705 | 102 163 | 5.2 Home Profile | The "Home Profile" describes an adhoc H/2 network targeting audio/video applications. The list of features which have to be implemented is specified in TS 101 761-5 [6]. For Internet Protocol (IP) data there are 2 options: • IpOver1394 specification by IETF RFC 2734 [7], IETF RFC 3146 [8] on top of 1394 SSCS [2]. • Eth... |
901c7d2ae58f3e45ec46b2017cc2d705 | 102 163 | 6 Usage | |
901c7d2ae58f3e45ec46b2017cc2d705 | 102 163 | 6.1 Device Association | The Profiles supported by an H/2 network are announced by the AP/CC using the RLC-RBCH-ASSOCIATION message. This information is received by each MT/WT. If at least one of the announced Profiles matches a Profile supported by the device, association can be requested. The association is requested by the MT/WT by sending ... |
901c7d2ae58f3e45ec46b2017cc2d705 | 102 163 | 6.2 Allowed Scenarios | The first matching Profile which is sent in RLC-LINK-CAPABILITY message by the MT/WT shall be used as operating Profile. Multiple Profiles can be used within one H/2 network. AP/CC Supported Profiles: A, B MT/WT Supported Profile: A MT/WT Supported Profile: A, B MT/WT Supported Profile: B MT/WT Supported Profile: B, A ... |
901c7d2ae58f3e45ec46b2017cc2d705 | 102 163 | 7 Interoperability | Interoperability is granted only within one Profile. If Profile Ids do not match a device may not work within the network. ETSI ETSI TR 102 163 V1.1.1 (2002-12) 10 Annex A: Existing Profiles This annex lists all currently available H/2 Profiles. This list is informative. The normative values for Profile-Id and Profile-... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 1 Scope | The present document reviews the human factors issues of those centres where business is conducted via the telephone whilst simultaneously using Display Screen Equipment (DSE) and gives guidance on the design of the tasks and of the working environment. It classifies such call centres to facilitate the identification o... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 2 References | For the purposes of this Technical Report (TR), the following references apply: [1] CEN Workshop agreement CWA 14087: 2000 "European Call Centre Standards for Training and Qualification - Customer Contact Representative Competences". [2] Council Directive 89/391/EEC of 12 June 1989 on the introduction of measures to en... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 3 Definitions and abbreviations | |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 3.1 Definitions | For the purposes of the present document, the following terms and definitions apply: call centre: central place where customer and other telephone calls are handled by an organization, usually with some amount of computer automation NOTE Typically, a call centre has the ability to handle a considerable volume of calls ... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 3.2 Abbreviations | For the purposes of the present document, the following abbreviations apply: ACD Automatic Call Distribution ANI Automatic Number Identification BIFU Banking Insurance and Finance Union CCTV Close Circuit TeleVision CRM Customer Relationship Management CSC Customer Service Culture CTI Computer-Telephony Integration DNI... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 4 General background | |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 4.1 Classification of call centres | The call centre industry has grown greatly over the past decade. The UK currently has more call centre activity than any other country in Europe, with Germany and Ireland and the Netherlands in the following places. There are a number of different sectors using call centres and there are a number of different types of ... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 4.1.1 Sectors and type | |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 4.1.1.1 Sectors | The main sectors using call centres are shown in figure 1. The following are examples from some of the sectors: Health care Simple health care can be provided by call centres which are available to the general public who can call up and get advice from nurses about minor medical conditions. If the initial operator cann... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 4.1.1.2 Types | Call centre is the collective term for systems that support the effective management of a large number of telephone calls. For incoming calls the call centre offers automatic queue management and the co-ordination of calls and customer data. There are some specific types of activities that take place in call centres wi... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 4.1.2 Factors affecting the call centre activities | There are a number of factors affecting call centre activity. |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 4.1.2.1 Who initiates the call | Traditionally call centres were set up for incoming calls only, but this has now changed. Some types of call centre operation rely on incoming calls such as customer services, emergency services whereas other types rely on the call centre agent making the calls as in sales, tele-marketing and market research. It is est... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 4.1.2.2 Location and use | The trend towards flexible home working continues to accelerate. Even small businesses are finding their employees - especially those with small children - asking if they can be given the opportunity (and the equipment) to work from home. However, it must be noted that the legal responsibility for the health and safety... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 4.1.2.3 Size | Large call centres are those with more than 500 operators. Medium sized companies are those with 200 to 500 operatives. Small call centres have about 10 or 20 operatives; however, these are likely to be linked to other centres in a network. There is a trend away from large and medium size call centres to those with les... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 4.1.2.4 Single or multiple business operation | Many small companies will contract their call centre business to a specialized call centre which may operate more than one business from one centre. This may put an additional burden on some call handlers as they have to be certain that they are answering the right calls on behalf of the right organization. Other opera... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 4.1.2.5 Contract type | Some call centres are "in-house" parts of the organization and are located within the company. However, other organizations may contract out their call centre operations to a specialized call centre company. This can have implications for the welfare and integration of the staff employed at the call centre. Some organi... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 4.1.2.6 24/7 operation | Working through the night in call centres is becoming commonplace. Working practices such as "24/7" (24 hours per day, seven days per week) occupancy and layout changes are much more common in call centres than in typical offices. These working arrangements can have an effect on the environmental conditions. Call handl... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 4.1.2.7 Geographical coverage | In order to cover 24 hour operation many large multinationals are opting to have some of their call centre operation in a different time zone, for example in India or South Africa. This would overcome the need to employ staff on 24/7 operation and to pay the higher salaries for unsociable working hours. The advantages ... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 4.1.2.8 Languages | The English spoken by Indians is a very heavy dialect and much training is needed to make the accent more acceptable to the US and UK customers. The non-existent Customer Service Culture (CSC) in India will make training of call centre agents mandatory and difficult, since such a luxury such as service is not part of e... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 4.2 Technology | |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 4.2.1 Current technology | Call centres in general use two kinds of technologies - "standard" office type applications (normally running on standard Personal Computers (PCs) and networks), and specialized software applications which are either generic to the call centre industry, or bespoke to a specific call centre. Examples of the former are w... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 4.2.2 Development | There are many technologies under trial or in development in call centres including speech recognition; web integration; IP voice calls; email; etc. All these will lead to new requirements being placed upon the operator, which are discussed in clause 7. Speech recognition Speech recognition technology has been on the m... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 4.3 Work force | |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 4.3.1 Operator profiles | Data shows that in the UK, Ireland and Germany females outnumber males by 2:1 and the average age of call centre staff is between 20 years and 30 years, which is most likely reflected in other European call centres. There have been identified four types of Call Centre staff: • The Careerist: Long Term - promotion keen.... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 4.3.2 Recruitment | Many people thoroughly enjoy the role of call handler, but like any job it does not suit everyone. Increasingly though, call centres are able to fit working patterns to individual requirements by job sharing, home working, lunchtime shifts or even "term time only" contracts. Some call handlers are employed on annualize... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 4.3.3 Retention/churn | A survey of call centre staff made by Lucent Technologies [20] showed the reasons given in table 1 when asked why they were planning to stay in a call centre. Table 1: Reasons for staying Factor % Mentioning Caring Company Culture 86 Team Spirit 84 Competitive Salary 83 Supportive Team Leaders 80 Training 79 Working En... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 4.4 Legislation | There are many legal regulations and self-regulation documents that affect the call centre industry. Some of these are at a European level and some are at a national level. The present document covers the European legislation in full and gives examples of national legislation from a number of European countries. Any pe... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 4.4.1 European legislation | Directive 89/391/EEC [2] on the introduction of measures to encourage improvements in the safety and health of workers at work The objective of this Directive is to introduce measures to encourage improvements in the safety and health of workers at work. To that end it contains general principles concerning the prevent... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 4.4.2 National requirements | National legislation needs to be investigated to establish how the above directives have been implemented in the country in which the call centre is located. Legislation also needs to be investigated for the countries from which the call centre is receiving calls. In addition to investigating how national legislation h... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 4.5 Workers' representation | Whether or not a Trade Union is present and effective in a call centre, employees are entitled to be represented and take part in discussions and negotiations with employers, over a wide variety of employment issues. This will typically include health and safety, welfare and pay and working conditions. Consultation can... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 5 Working environment | |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 5.1 General recommendations | The working environment is crucial for the well being of the staff. An assessment of the working environment will need to be done to comply with a DSE audit. These should be done every time the working environment changes, e.g. there are new staff and/or there has been a rearrangement of the working environment. There ... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 5.2 Floor plan/Layout | Open-plan office layouts are common for call centres, as the layout is flexible. For example, re-organizations of teams can be easily reflected by re-organizing the layout of the workstations. If this has not been anticipated in the design of the control system for environmental conditions, problems may arise such as n... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 5.3 Space | As with a typical office, it is common practice to accommodate additional new staff by re-arranging the office. However, many call centres have rapidly expanding workforces, and managers should regularly review whether they are meeting regulations by accommodating new staff in this way or whether additional space is re... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 5.4 24/7 operation | "24/7" is the work practice of having work being undertaken 24 hours per day, seven days per week. This is common in call centres and results in regular occupancy and layout changes. Hot desking is regularly used as a means to best utilize space. The cleaning regime for workstation equipment should be particularly stri... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 5.5 Hot desking | "Hot-desking" is the term used to signify the fact that a person does not have an allocated desk. They occupy the first free desk available when they turn up for work. As described in clause 5.3, hot desking leads to the problems of there potentially being no place for storing personal items and also for work-related i... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 5.6 Air quality | |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 5.6.1 Fresh air | Workplaces, including offices should be ventilated with either fresh air from outside or re-circulated air that has been adequately filtered and purified. This is to ensure that stale, contaminated, hot or humid air is removed, so workers do not suffer ill health effects such as tiredness, lethargy, headaches, dry or i... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 5.6.2 Temperature | During working hours, the temperature in rooms containing workplaces must be adequate for human beings, having regard to the working methods being used and the physical demands placed on the workers [Workplace Directive]. The high concentration of employees and the high level of occupation also increase the risk of unc... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 5.6.3 Humidity | The risk of low relative humidity is high in call centres. The greatest risk is from the large number of computers, which, as already stated, can be generating heat 24 hours a day, seven days a week, and this can dry the air to unacceptable levels. Low relative humidity can lead to dehydration which, in turn, can contr... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 5.6.4 Air movement | For mechanical ventilation systems, the recommended minimum fresh air flow is eight litres per second per person in no smoking areas, and air velocities should be around 0,1 m to 0,15 m/s and up to 0,25 m/s during the summer. Air flow velocity greater than 0,25 m to 0,35 m/s would be considered draughty. Call handlers ... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 5.7 Lighting | Lighting requirements may differ depending on whether call handlers are only operating DSE or whether they also have to consult and complete paperwork. Generally there should be suitable and sufficient lighting to perform the tasks. Room lighting and individual lighting should ensure appropriate lighting conditions and... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 5.8 Noise | Noise levels in call centres are not generally caused by the equipment but by the fact that many conversations are taking place. It is essential that noise is monitored and noise absorption be incorporated into the workplace layout. Noise can be emitted by printers and cooling fans on equipment. Even though the level o... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 5.9 Radiation | The Display Screen Equipment Directive [4] requires that all radiation with the exception of the visible part of the electromagnetic spectrum shall be reduced to negligible levels from the point of view of the protection of workers' safety and health. ETSI ETSI TR 102 202 V1.1.2 (2003-05) 27 |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 6 Work stations | |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 6.1 Display screen equipment | |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 6.1.1 EU directive | There is a European Directive specifically dealing with the use of display screen equipment. Minimum Safety and health requirements for work with display screen equipment (Directive 90/270/EEC) 29 May 1990 [4] This directive lays down the minimum safety and health requirements for work with display screen equipment. Un... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 6.1.2 ISO 9241 | ISO 9241 [11] deals with many aspects of display screen equipment. ISO 9241 Ergonomic requirements for office work with visual display terminals (VDTs) [11] This is a multipart International Standard targeted primarily at system designers but it can also be used by those responsible in organizations for the procurement... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 6.2 Workstation adjustment | Call centre managers have the duty to provide their employees with adequate health and safety training, as required by the EU directive 90/270/EEC [4]. The planning and organization of this training should be done in consultation with call handlers or their representatives. As the majority of risks to call handlers' he... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 6.3 Headset | |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 6.3.1 Noise cancelling microphones | Headset manufacturers recommend the use of noise-cancelling microphones in environments in which the background noise levels are high. The noise levels in typical call centres do not justify the use of such microphones, which can cause problems of variable speech output levels as they are critically dependent on microp... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 6.3.2 Microphone positioning | There is an optimal position for a microphone in front of a call handler's mouth to avoid excessive speech levels for the caller and excessive sidetone (voice feedback) for the call handler. It is, therefore, essential for call handlers to be trained to position microphones correctly and avoid compromising the micropho... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 6.3.3 Volume control | To limit call handlers' daily personal noise exposure, headsets, amplifiers and/or turrets should be fitted with volume controls and call handlers should be trained how to use them. There is a risk that call handlers will turn the volume up in order to hear a quiet caller but forget to turn it down for the next caller ... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 6.3.4 Headset type | There is little difference in the impact on hearing depending on whether the headset has two ear-pieces or only one. Some people feel it is easier to concentrate wearing binaural headsets, but others feel isolated and prefer monaural models. It is good practice to give call handlers the choice of either. The fit of man... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 6.3.5 Headset hygiene | As call handlers wear a headset throughout their shift every shift, it is important that it is fully adjustable to ensure a comfortable fit. This is particularly important if the ear pieces sit at the entrance to the ear canal rather than resting on the outside. Prompts about adjusting display screen equipment when cal... |
39def0418ae5daec6b9a9070b6d8e2cb | 102 202 | 6.4 Specialist equipment |
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