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A contact centre is a distributed or central contact point inside an organisation that serves as the main point of contact for clients.

Those who operate in the contact centre industry might use the following examples as references:

  • 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,

  • businesses where employees' main responsibility is to answer clients' phone and electronic inquiries,

  • geographically distributed contact centres.

So, what kind of risks do these employees face?

  1. Manual tasks

Hazardous manual duties may expose contact centre employees to the risk of musculoskeletal damage, including soft tissue injuries to the neck, shoulder, back, wrists, and hands: The duration of a task (or long periods of performing similar activities without a break), which can have a significant impact on the likelihood of both general and muscle fatigue, working postures (such as sitting in awkward or prolonged positions), which can result in straining affected body parts or discomfort due to reduced blood flow through the muscles

  1. Psychosocial issues

Aspects of the workplace and how work is structured that are linked to mental problems and/or physical injury or disease are known as psychological injuries. Psychosocial risks can have a detrimental effect on organisational metrics like productivity, absenteeism, and turnover if they are not properly managed.

  1. Occupational stress

The term "occupational stress" refers to the physical, mental, and emotional responses of employees who believe that the demands of their jobs exceed their skills and/or resources (such as time or availability of help/support) to do the work.

  1. Workplace bullying

Workplace bullying is described as persistent behaviour by an individual or individuals that the victim finds unwanted and undesirable and that others would likewise find to be offensive, frightening, intimidating, or degrading.

  1. Violence and client aggression

Any occurrence in which a person is injured, threatened, or assaulted while engaged in work-related activities is referred to as violence at work. This definition covers verbal or physical abuse directed towards employees, including those who work in a contact centre, by clients or members of the public.

  1. Fatigue

Workers in contact centres may become worn out by working night shifts, long hours, or irregular shifts. Workplace weariness is influenced by both work-related and non-work related elements, such as:

  • poor sleep, regardless of the reason (e.g., medical disorders, long commuting times, extended work hours and overtime),

  • disturbed sleep patterns,

  • emotional problems and inadequate sleep,

  • - lifestyle factors.

  1. Visual fatigue

When particular eye muscles contract during visually demanding jobs, such as repeatedly gazing on computer monitors, visual fatigue results. The eyes may feel painful and inflamed due to the tightness of the ocular muscles. Another sign of visual tiredness is headaches with clouded vision.

  1. Vocal fatigue

The voice and throat can both be impacted by excessive speech. A contact centre with a high volume of inbound and outbound calls is more likely to suffer from vocal fatigue than one with fewer calls or administrative tasks.

  1. Noise

Noise can make it impossible for you to hear clearly. Additionally, it can put you in danger by impairing your focus or impairing your ability to hear sounds like warnings or instructions that you need to hear to work properly. If you have encountered such a situation, you may be entitled to make industrial deafness claims.

  1. Sedentary work

Sedentary behaviour is everything you do while sitting or lying down, according to Safe Work Australia. Many people spend a lot of time sitting down while working. Because of technological advancements, employees are sitting down more often than ever.

Computer-based employment, call centre work, operating mobile and permanent plant and machinery including trucks, cranes, and shovels, or sitting at a control panel are examples of jobs that require sedentary behaviour.

These and similar risks are found in many professions. If you suffer physical or psychological injury as a result of your work, you may be entitled to compensation for it. Without wasting your time, you can contact the workers compensation lawyers in Sydney to determine the best way forward for your situation.


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