Contact centres are a central or distributed contact point in an organisation designed to act as the primary entry point for customer contacts.
Examples of contact centre workplaces include:
- telemarketing centres and telemarketing workers
- help desks
- service desks
- contact centres
- market research activities
- charities engaging in fundraising activities
- disaster relief operations
- emergency operations
- workers engaged to perform contact centre work from home
- workplaces where the primary role of workers is to respond to telephone and electronic requests from clients
- geographically distributed contact centres.
What are the risks?
Contact centre owners and operators have a responsibility to manage the health and safety risks (PDF, 0.65 MB) in the workplace.
Health and safety risks include:
- manual tasks
- psychosocial issues
- occupational stress
- workplace bullying
- violence and client aggression
- visual fatigue
- vocal fatigue
- sedentary work.
Who is responsible for managing the risks?
Workers employed within contact centre workplaces have a responsibility to follow the safe work procedures set down by their employer.
Consultation between workers and employers is an essential part in managing risks in contact centres. If there is a health and safety issue at a contact centre, all relevant parties must follow the issue resolution process set out in the WHS Act and Work Health and Safety Regulation 2011 (the WHS Regulation).