DSE online eLearning in Call Center environment

The use of display screen equipment (DSE) is a significant high risk area for an intensive call center environment. The workstations are used 24/7 by 600 users and service delivery is totally reliant on its use. These call handlers may be at a higher risk from DSE related hazards as they do not always have the same opportunities for regular breaks and by using ‘hot desks’ the risk is further increased.

Having extensively researched the market, since different versions of DSE software vary significantly, a short list of potentially suitable products was identified; these products were then trialed through a working group, consisting of experienced DSE assessors. The conclusion was that ErgoWize online DSE eLearning was the only product that perfectly suited.

ErgoWize was the only product that perfectly suited

The introduction of ErgoWize meant that all staff could undertake regular DSE training, with the content being easily edited and altered in-house to target specific DSE issues or changes in legislation and best practice. This was especially important in relation to their use of headsets and disseminating information on dysphonia.

Targets Set and Exceeded

When a user raises an issue in ErgoWize they are then presented with further information and encouraged to resolve simple issues themselves. The target was to encourage first tier staff to self resolve 75% of their issues, leaving a small number requiring follow-up action and the more serious issues could be flagged for earlier intervention.

In fact 96% of issues raised have been self resolved in the first two stages of assessment. This resulted in incredible time saving and permitted managers to concentrate on other areas of responsibility.

Another target set was to see compliance exceed 90% and in its first year, 91% was achieved.

The Benefits Of Going Paperless

ErgoWize online DSE eLearning has provided a rapid means to extract detailed data together with historical actions, something that was not possible using the paper-based system. For example, to investigate the proportion of staff there that had not had an eyesight test in the last two years, using the paper-based method would have meant searching through well over 200 files. Using ErgoWize, this question was accurately and precisely answered within seconds saving time and resources.

ErgoWize ensures that all managers can be aware of their team’s DSE adherence, rather than this being the responsibility of just a few assessors. The previous paper-based system simply passed the responsibility away to others.

Time and Money Saved

The introduction of ErgoWize not only ensured legal and moral obligations were met but has already saved a considerable amount of money.

96% of issues raised have been self resolved in the first two stages of assessment.

By introducing a more robust and engaging assessment process it became possible that the high number of trained DSE assessors required could be reduced, thereby freeing up supervisors to engage in other tasks and training. First year estimated cost savings are in the region of £11,000. This equates to a saving of £18 per user.

The ErgoWize platform allows the staff database to be utilised in a variety of ways, such as running stress audits, and it has been recommended that this facility is utilised to its full potential. Plus the education of the staff in DSE awareness is to be enhanced yet further by using the free screen savers that are available with ErgoWize.

My sincere thanks extend to the very enthusiastic team at EssentialSkillz whose dedication and commitment has ensured that our high expectations have been met.