Agent support manual
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Bushland Blooms believes the safety and health of its employees is of the utmost importance. We will endeavour to provide a safe and comfortable working environment, free of hazards, for all our employees.
A hazard is anything that might cause injury or harm to a person's health. Sometimes hazards are obvious, such as electrical cables lying across the floor. Sometimes the danger is hidden. For example, you might not realise that the chair you are about to sit on is broken, or that your feelings of tiredness are caused by poor ventilation.
The following topics are covered in this section:
Headsets
Fire
Emergency evacuation procedures
First aid
Temperature and air conditioning
Ventilation and air contamination
Smoking
Slips
Trips
Falls
Bumps
Noise
Stress
Safety and health representative
Photocopiers and printers.
Working in a call centre/customer contact centre has its own safety and health problems. Headsets, for example, need to have the volume control correctly adjusted to protect your hearing.
Read Telephone Headsets, Posture and Musculoskeletal Symptoms for more information on the benefits of using a telephone headset, rather than a handset, in the prevention of posture problems.
All agents at Bushland Blooms wear a headset with an 'over the head' fitting. The headset is attached to an amplifier. Always adjust your headset to fit comfortably and safely.
Features:
bullet point.
Ergonomically designed. Our agents have found that by using these headsets they are less tired, more productive, and even more accurate! , bullet point.
A padded earpiece. This allows you to hear your customer clearly. , bullet point.
A noise-cancelling microphone. This means that you can have your amplifier on a lower volume setting. , b
Set the volume to no more than 6. (If the volume is set too high and you receive a call that is very loud, you may hurt your ear.)
Sometimes you have to turn up the volume for a particular call - remember to turn it back down before taking your next call.
Care and maintenance: bullet point.
Cleaning your headset regularly will help prevent infections. Ask your team leader or a colleague where the hygienic wipes are kept. , bullet point.
If you cannot hear the customer properly, or your headset is crackling, inform your team leader immediately. The battery in the transformer may need to be changed, and the headset checked to ensure that it is safe to use.
Excessive static over the phone can indicate a technical problem that may lead to an acoustic incident. Acoustic incidents are not very common, as telecommunications technology is sufficiently advanced to prevent a lot of noises coming through to agents.
If you see, smell or discover a fire anywhere, either inside or outside this building, you should immediately:
1. Raise the alarm.
2. Check whether you can extinguish the fire.
3. If you think you can extinguish the fire:
a. check that you can do so without putting yourself at risk
b. use an appropriate fire extinguisher or blanket to control the fire.
4. If you cannot extinguish the fire:
a. activate the fire alarm
b. close windows and doors, if it is safe to do so
c. shut down equipment in the immediate area, if it is safe to do so
d. evacuate the building.
You should be aware of the procedures in your office in the event of a fire or other emergency.
Evacuation procedures should be clearly displayed on notice boards and close to fire exits throughout the building. They should be practised regularly.
Emergency exit doors should never be blocked or locked. Fire doors should never be propped open.
A first aid kit should be made available to you in your workplace.
Seek medical attention immediately if an injury occurs to someone's: bullet point.
eyes , bullet point.
back.
You should report all accidents and incidents requiring first aid to your manager.
Details should be entered in the workplace first aid register.
Throughout the summer months in Australia, most people work comfortably at temperatures of 20°- 26° Celsius. In winter, most people prefer the temperature to be about two degrees lower than this.
You should be aware that temperatures can vary greatly within an office. For example, a desk in direct sunlight will be much warmer than a desk under an air conditioning vent.
It is important to have adequate ventilation (the movement of air and the rate of fresh air input) in your office. Stale air can contribute to air contamination, leading to headaches and a feeling of tiredness.
Plants are not only nice to look at and have a pleasant smell, but can also reduce air contamination and make you feel better. The Madonna (Peace) Lily and Chinese evergreens are particularly good to have around.
You may be aware that passive cigarette smoking can be harmful to the health of non-smokers. There should be a 'No smoking' policy in your office.
These can be caused by: bullet point.
slippery or wet floors , bullet point.
spillages , bullet point.
poorly maintained floor surfaces , bullet point.
gripless shoes.
These can be caused by hazards in walkways such as: bullet point.
electrical wiring lying across walkways , bullet point.
loose or torn carpeting , bullet point.
objects stored in walkways.
These can occur when: bullet point.
moving up or down steps or stairs , bullet point.
using unstable or broken chairs , bullet point.
using furniture inappropriately, such as sitting on a desk , bullet point.
using a chair, or other inappropriate item, as a step ladder , bullet point.
the lighting is inadequate.
These can occur when you: bullet point.
walk into open desk or file drawers , bullet point.
walk into the corner of desks or other equipment , bullet point.
walk into other people , bullet point.
hit your head on open drawers and doors when straightening up after bending down.
Noise in your office is not just a distraction. It can cause hearing problems and increase your stress levels.
This can be a particular problem in a call centre/customer contact centre. You should be able to listen to customers' telephone calls easily, without a lot of background noise.
Everyone reacts differently to stress or excessive pressure. Some people cope well, while others feel anxious or threatened.
You can decrease stress by: bullet point.
identifying your work priorities , bullet point.
setting yourself targets that are challenging but achievable , bullet point.
having good two-way communication with your supervisor , bullet point.
asking for help if you need it.
Occupational safety and health representatives are elected to represent the interests of all the workers in the workplace on safety and health issues.
If there is no occupational safety and health committee in your workplace, you can request that your employer establish one.
Photocopiers and printers should be placed away from where you work because of the heat, light and noise that they generate.
Most photocopiers use toner that may irritate your respiratory tract if inhaled.
Photocopiers and printers produce ozone gas that can also irritate the eyes and upper respiratory tract, cause headaches and affect your sense of smell. However, most modern photocopiers and printers are fitted with ozone filters and do not present any health hazard, as long as they are properly maintained.
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