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TR 102 202 : 1.1.2

Current
Current

The latest, up-to-date edition.

HUMAN FACTORS (HF); HUMAN FACTORS OF WORK IN CALL CENTRES
Available format(s)

Hardcopy , PDF

Language(s)

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

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.

Committee
HF
DocumentType
Standard
Pages
52
PublisherName
European Telecommunications Standards Institute
Status
Current

EG 202 417 : 1.1.2 HUMAN FACTORS (HF); USER EDUCATION GUIDELINES FOR MOBILE TERMINALS AND SERVICES
TR 102 415 : 1.1.1 HUMAN FACTORS (HF); TELECARE SERVICES; ISSUES AND RECOMMENDATIONS FOR USER ASPECTS
EG 202 518 : 1.4.1 SPEECH AND MULTIMEDIA TRANSMISSION QUALITY (STQ); ACOUSTIC OUTPUT OF TERMINAL EQUIPMENT; MAXIMUM LEVELS AND TEST METHODOLOGY FOR VARIOUS APPLICATIONS
ES 202 975 : 2.1.1 HUMAN FACTORS (HF); REQUIREMENTS FOR RELAY SERVICES
TR 102 548 : 1.1.1 HUMAN FACTORS (HF); USER EXPERIENCE; 3G AND MOBILE BROADBAND INTEROPERABILITY PLUGTEST: APPROACH, SCENARIOS AND TEST SPECIFICATION; OUTCOMES, CONCLUSIONS AND RECOMMENDATIONS

ISO 9241-11:1998 Ergonomic requirements for office work with visual display terminals (VDTs) Part 11: Guidance on usability
ISO 9241-5:1998 Ergonomic requirements for office work with visual display terminals (VDTs) — Part 5: Workstation layout and postural requirements
ISO 9241-17:1998 Ergonomic requirements for office work with visual display terminals (VDTs) Part 17: Form filling dialogues
ETS 300 381 : 20001 TELEPHONY FOR HEARING IMPAIRED PEOPLE - IMPAIRED COUPLING OF TELEPHONE EARPHONES TO HEARING AIDS
ISO 9241-10:1996 Ergonomic requirements for office work with visual display terminals (VDTs) Part 10: Dialogue principles
ISO 9241-9:2000 Ergonomic requirements for office work with visual display terminals (VDTs) Part 9: Requirements for non-keyboard input devices
ISO 9241-12:1998 Ergonomic requirements for office work with visual display terminals (VDTs) Part 12: Presentation of information
ISO 9241-16:1999 Ergonomic requirements for office work with visual display terminals (VDTs) Part 16: Direct manipulation dialogues
ISO 9241-7:1998 Ergonomic requirements for office work with visual display terminals (VDTs) Part 7: Requirements for display with reflections
ISO 9241-14:1997 Ergonomic requirements for office work with visual display terminals (VDTs) — Part 14: Menu dialogues
ISO 9241-15:1997 Ergonomic requirements for office work with visual display terminals (VDTs) Part 15: Command dialogues
ISO 9241-2:1992 Ergonomic requirements for office work with visual display terminals (VDTs) — Part 2: Guidance on task requirements
ISO 9241-6:1999 Ergonomic requirements for office work with visual display terminals (VDTs) Part 6: Guidance on the work environment
ISO 9241-8:1997 Ergonomic requirements for office work with visual display terminals (VDTs) Part 8: Requirements for displayed colours
ISO 9241-13:1998 Ergonomic requirements for office work with visual display terminals (VDTs) — Part 13: User guidance
ETR 329 : 20001 HUMAN FACTORS (HF) - GUIDELINES FOR PROCEDURES AND ANNOUNCEMENTS IN STORED VOICE SERVICES (SVS)

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