TR 102 202 : 1.1.2
Current
The latest, up-to-date edition.
Hardcopy , PDF
English
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
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