ETSI TR 102 202 V1.1.2 (2003-05)

Intellectual Property Rights
Foreword
Introduction
1 Scope
2 References
3 Definitions and abbreviations
  3.1 Definitions
  3.2 Abbreviations
4 General background
  4.1 Classification of call centres
  4.2 Technology
  4.3 Work force
  4.4 Legislation
  4.5 Workers' representation
5 Working environment
  5.1 General recommendations
  5.2 Floor plan/Layout
  5.3 Space
  5.4 24/7 operation
  5.5 Hot desking
  5.6 Air quality
  5.7 Lighting
  5.8 Noise
  5.9 Radiation
6 Work stations
  6.1 Display screen equipment
  6.2 Workstation adjustment
  6.3 Headset
  6.4 Specialist equipment
7 Work organization
  7.1 General aspects of work organization
  7.2 Job design
  7.3 Targets and rewards
  7.4 Management
  7.5 Monitoring
  7.6 Feedback
  7.7 Hot desking
  7.8 Shift work
  7.9 Partnerships
  7.10 Group working
  7.11 Breaks
8 Operator issues
  8.1 Selection and training
  8.2 Health issues
  8.3 Stress
  8.4 Reference material
  8.5 Support from supervisors
  8.6 Abuse
9 Client issues
  9.1 Expectations
  9.2 Voice menus
  9.3 Time in queue
  9.4 Feedback
  9.5 Dead line
  9.6 Time of day
History

Reviews the human factors issues of those centres where business is conducted via the telephone whilst simultaneously using Display Screen Equipment (DSE) and gives guidance on the design of the tasks and of the working environment. It classifies such call centres to facilitate the identification of specific tasks, functions and supporting equipment.