Health and safety hazards differ from one contact center to another. This would depend, among others, on the tasks involved, the nature of the work organization, performance quotas and requirements, type of clients, individual and psycho-social factors.
The workers in contact centers invariably utilize computers in their business activities and predispose them to risk factors that may affect the eyes and musculoskeletal system. It is important that contact center practitioners must exercise safety measures within their workplace.
Do you know of some computer-related disorders?
Work-Related Musculoskeletal Disorders (WMSDs)
Work-related musculoskeletal disorders are disorders of the muscles, nerves, tendons, ligaments, joints, cartilage, or spinal discs partially caused, aggravated, accelerated, or exacerbated by adverse working conditions. The development of WMSDs requires weeks, months, or years of exposure to identified risk factors.
Recovery is likewise prolonged, often extending long after exposure to the risk factor has ceased. Symptoms of WMSDs may include pain, fatigue, swelling, numbness, and tingling and may be experienced in any of the body parts. In computer users, the usually affected areas are the neck, shoulder, wrist/hand, and lower back.
Visual Fatigue
Computer use is demanding to the eyes since work is done at a close distance over long periods of time. Reduced blinking rate and widening of the eye surface area when working with the computer contribute to increased eye discomfort due to drying of the eyes. Symptoms of eye strain include smarting, itchiness, redness, tearing or dryness, or eye pain.
Health and Safety Measures in Using Computer
A. Adjusting and customizing the workstation
· Position top of monitor below eye level to favor a downward gaze
· Maintain a comfortable viewing distance of about an arm’s length
· Tilt the monitor backward by about 10 to 20°
· Adjust color, brightness, contrast for eye comfort
· Place monitor perpendicular to window or light source to reduce glare
· Close blinds or dim lights if there is too much glare or reflection
· Always keep the monitor clean
B. Selecting chairs that are appropriate for computer work
· Adjustable height
· If provided, adjustable armrest height and splay
· Appropriate lumbar support
· Edges that are rounded
· Five-leg base for stability
· Fabric that breathes
· Seat pan that fits and swivels
C. Adjusting the keyboard for the comfortable posture of the hands and wrists
· Place the keyboard at approximately seated elbow height
· Keyboard height should allow the shoulders to be relaxed
· Wrist position should be straight and not bent or rotated
· Place mouse next to the keyboard to avoid frequent reaching
D. Good work practices to prevent aches and pains
Frequently change body positions while consciously maintaining neutral body posture
- Alternate between standing and sitting
Symmetry in posture (no twisting, rotation, or bending) is desired so that the spine's compressive forces and muscle forces will be equal. This, in turn, may help prevent neck and back pain.
Reduce repetitions by encouraging “break jobs” or job away from the computer
- Arms and hands should be relaxed when not keying. Hands may be placed on the lap instead of holding the fingers poised over the keys.
Minimize stress on the body by making use of the workstation supports provided, such as the lumbar support, footrest, wrist/armrest, etc.
Promoting the habit of using the chair's back support may induce a reclining position rather than a forward-leaning position. A reclining position will transfer some of the load of the spine to the chair.
Reduce eyestrain by:
- Detection and correction of the error of refraction
- Exercising eye muscles and blinking
- Looking into the distance
· Practice stress-reduction techniques
DISCLAIMER:
The information contained herein was obtained for educational purposes from the:
Contact Center Services– Grade 9
Alternative Delivery Mode
Quarter 1 – Module 1: Apply Computer Basic Operation Procedures
First Edition, 2020
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