Call Centre Headset Policies
I am trying to find a generic call centre policy regarding the use, conduct, maintenance of a headset in a call centre environment and as well something in the policy that dictates that a headset must be used. Please let me know by emailing me at firstname.lastname@example.org
Question asked by shalini
Headset Health and Safety
Here you go,
It needs that actual working legal bits for the acoustic shock legislation
(I’m sure someone else can add that bit,) but the rest is up to date
Headset Health and Safety
If your job requires the use of a headset you might like to consider the following issues:
The headband on the headset should be adjusted for optimal comfort and fit.
Adjust the mouthpiece so it is slightly below and roughly two finger-widths from the corner of your mouth.
Ensure the microphone is facing your mouth.
Use of the clothing-clip may help keep the headset positioned properly.
Attach the clothing-clip at a comfortable level; this will keep the headset free from the cords weight.
At regular intervals change the ear the headset is positioned on.
Report any damaged headsets to your manager or to Business Information.
For your comfort some headsets are fitted with ‘tone’ adjusters. If the headset tone is ‘too tinny’ adjust the control to the “o” position if ‘too muddy’ the solid circle position.
If your headset is abnormally loud report this to your TM or Business Information.
Cleaning and Maintaining your Headset:
Headsets (and their cords) should be wiped with a hygiene wipe.
These are available through stationery.
Foam pads on headsets should be replaced once a year.
Non-foam pads should be regularly wiped with hygiene wipes.
With thanks to Dave
Acoustic Shock Legislation
Dave actually means Noise at Work legislation (picky, but significant).
Anyway that probably doesn’t come into play if you have .ca at the end of your email address, but I don’t know what the equivalent is. Perhaps our dedicated North American correspondent can help (if he’s not too busy with his new job).
The crux of this in the UK is that you must make sure your staff know the risks of headset use, but you can place obligations on them to ensure the equipment is used correctly.
The point about dictating that a headset has to be used is an interesting one. I don’t think I’ve every come across an agent that doesn’t want to use one, as generally they are more comfortable and convenient than handing onto a phone. But if someone really had an objection based on risks of injury or infection I’m not sure if I’d want to force them to.
With thanks to Darryl