The role of ergonomics towards performance improvement

Abstract

A call centre is of strategic importance to an organisation and therefore needs to be developed with ergonomics in mind. Call centre managers’ need to be trained in the field of ergonomics, so that an ergonomic “changeover” takes place to improve the workplace. Call centre agents are the lifeblood of the call center, and efficient managers need to do everything in their power to maintain a competitive workforce. The creation of worker friendly environment boosts the morale of the workforce, thereby reducing turnover and attracting professional agents. The issue of labour efficiency and productivity need to be addressed with the application of ergonomic principles which contribute process improvement. The result would be a reduction in absenteeism and worker's compensation claims as it is approximately ten million per year (www.statsa.org.za). Musculoskeletal disorders (MSDs) such as carpel tunnel syndrome arise from poor ergonomic practices. Thus, the focus of this article is to promote the application of ergonomic practices in the administrative environment with a view of improving worker health and safety while improving productivity.