News on 23 November 2000

The Call Centre Association has published new minimum standards of practice to help deal with the problems associated with call centre environments. The nature of the work means that staff can suffer from posture and display screen problems, and call centres are associated with strict performance targets and constant staff surveillance. The result has often been a stressed workforce and a high staff turnover.

The new standards concentrate on improving staff training, communication between staff and management, workplace culture, and procedures to make sure the environment complies with new and changing legislation.

Further details on workplacelaw.net