Northwest Contact Centres Project

Neil Turner

What I will cover;

Background to the project Outline of the overall aim of the project Objectives Partnership delivery

Background Developed from the successful Merseyside contact centre project Expanded objectives based on experience and guidance Configured to deliver added value business outcomes

What is the reason for the project?

To improve health,safety and productivity in contact centres through innovative approaches to partnership working To increase bottom line profitability

Costs of ill-health2.3 million suffer from work related ill-health per year32.9 million working days are lostHealth and safety failures cost employers £6.5billion per year

7.8 days lost per employee per yearDirect cost of sickness absence per employee is £434Indirect cost around £450

Revitalising Health and Safety

Reduce working days lost by 30%Reduce incidence of ill health by 20%Reduce fatalities and major injuries by 10%Secure by 2010

Securing Health Together

ComplianceContinuous improvementKnowledgeSkillsSupport

7 key objectives

Objective #1To identify good practice to prevent ill-health

Hearing and voice protectionHygiene and disease preventionStress preventionEyesight protectionMusculoskeletal disorders

Objective #2Improve environmental factors

Temperature and humidity controlWorkstation ergonomicsFire safetyPrevention of slips, trips and falls

Objective #3Improve processes and system

Training initiativesProcess mappingSystem improvements

Objective #4Address cultural issues

Management styleMeasurement and control mechanismsPrevention of bullying and harassmentPersonal development

Objective #5Address diversity, recruitment and retention issues

Develop core competencesAssess the labour market to match business needsImplement personal development programmes Do exit interviews

Objective #6Promote partnership delivery

Objective #7Provide a framework for support and networking opportunities

And finally;We intend to keep all partners informed - all we require of you is active participation and wide dissemination