1 / 22

North West Contact Centres Project

North West Contact Centres Project. Neil Turner DMS, Dip PHIEB, T.Eng (CEI) Project Manager. health@work portfolio. What I will cover;. Background to the project Outline of the overall aim of the project Objectives Examples of Links to the Regional Economic Strategy and the Northern Way

afia
Download Presentation

North West Contact Centres Project

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. North West Contact Centres Project Neil Turner DMS, Dip PHIEB, T.Eng (CEI) Project Manager

  2. health@work portfolio

  3. What I will cover; • Background to the project • Outline of the overall aim of the project • Objectives • Examples of Links to the Regional Economic Strategy and the Northern Way • Partnership delivery • Future focus

  4. 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 • To address diversity, recruitment, retention and cultural issues

  5. 7 Key Objectives • To identify good practice to prevent ill-health • To improve environmental factors • To improve process and system • To address cultural issues • To address diversity, recruitment and retention • To promote partnership delivery • To provide a framework for support and networking opportunities

  6. Some ‘non-boring’ facts and figures • The UK has over 4,300 contact centres and around 0.5million agent positions • It employs over 790,000 people as agents, managers, IT staff and ancillary workers – 2.83% of the employed in the UK • The NE, NW, Yorkshire and Scotland have over 3.9% of their employed population working in contact centres • Over 30% of contact centres experienced some growth over the last two years

  7. Industry growth • Outbound • Entertainment and leisure • Sales and Marketing • Retail and distribution • Inbound • Local authority and government agencies CONTACTBABEL statistical data source

  8. Securing Health Together • Compliance • Continuous improvement • Knowledge • Skills • Support

  9. Partner Links • Stress & Empowerment Case Study • University of Manchester • Display Screen Equipment • Argos, Inside Track • Hearing and voice protection • Royal Liver Insurance • Stress Assessments • Health@work

  10. Action with Partners • Working with Merseyside Fire service on fire safety in contact centres • Developing a Slips, Trips and Falls guidance document with the assistance of enforcement officers, contact centre representatives and academic members • Producing information on procedures as best practice guidance notes

  11. A ‘ton’ of Business Information for Contact Centres

  12. Stress Awareness • Workplace Health Information & Support Project (WHISP) provides: • Occupational health info. • An OC Profile X Liverpool • ID serious issues • Work related health info. • Evidence on workforce health awareness • OH provision statistics

  13. Typical Stress responses

  14. Partnerships in training

  15. Disability Multitasking and skilling Exclusively yours Wellbeing project The Voice Groundwork & Jobcentre plus Ability net Argos Barclays Scottish Power Totally Partner dependent

  16. Support Framework • Delivered through • Workshops • Networking • Training • Newsletters • E-mail • Telephone • Web page

  17. Agendainterfaces • Health, work and well-being - Caring for our future (2005) • Choosing health –making healthy choices easier (2004) • Stress in the workplace HSE review topic (2005/6) • Where wealth means health – illustrating inequality in the north west (2006)

  18. Future Focus • Joint Stress conference with Chester City Council 26.01.06 • NWCCP Success Celebration - April 2006 • Workshops and training days • Dti newsletters • Emergency Services group • LAC 94/1 review • Exit strategy • Best Practice publication

  19. And finally; • We intend to keep all partners informed • We welcome active participation and dissemination Website www.nwccp.org

More Related