Advice regarding call centre working practices

Executive summary

This Local Authority Circular (LAC) replaces LAC 94/1 (rev) ‘Advice regarding call centre working practices’. This is a major revision of the earlier document adding more comprehensive information than in LAC 94/1(rev). The revisions are:

• Updating of legal requirements and HSE policy relating to a number of issues.
• Modification of the key sections relating to health and safety issues for call centre workers, to include findings from relevant new literature after the date of 2001.
• A reformat of good practice recommendations to ensure the information is easy to access for the reader.
• The introduction of more comprehensive information on the topics of: training, musculoskeletal disorders, violence and alternative ways of working (home-working and agency/temporary workers).
• The document has been redesigned to allow each section to be used as a stand-alone document for specific topics as well as a comprehensive guide to working practices in call centres.
• 'Advice on the prevention of slips and trips in call centres is not given in this LAC, but may be found in 'Preventing slips, trips and falls in contact centres', guidance developed by the North-West Contact Centres Project in consultation with HSE and local authorities.'
• The aim of this document is to help all call centre industry stakeholders interpret the relevant regulations and guidance within the context of call centre working practices in order to protect the health and safety of those employed in the industry. Stakeholders include local authority enforcement officers, call centre managers, call centre health and safety officers, union and health and safety representatives, occupational health and human resources personnel and call centre employees. Examples of good practice examples have also been included, as they potentially offer further enhancement of health and well-being.

• Read LAC 92-4 [PDF 728kb]