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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

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North West Contact Centres Project

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  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

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