North West North West Contact Centres Contact Centres

ProjectProject

Neil TurnerNeil TurnerDMS, Dip PHIEB, T.Eng (CEI)DMS, Dip PHIEB, T.Eng (CEI)

Project ManagerProject Manager

health@work portfoliohealth@work portfolio

IndividualsIndividuals

Acute andPrimary

Care

Acute andPrimary

Care

SME’sSME’s

CampaignsCampaigns

NWCCPNWCCP

Voluntary Sector

Voluntary Sector

Health@

Work

Health@

Work

What I will cover;What I will cover;

Background to the projectBackground to the project Outline of the overall aim of the projectOutline of the overall aim of the project ObjectivesObjectives Examples of Links to the Regional Examples of Links to the Regional

Economic Strategy and the Northern Economic Strategy and the Northern WayWay

Partnership deliveryPartnership delivery Future focusFuture focus

What is the reason What is the reason for the project?for the project?

To improve health,safety and productivity To improve health,safety and productivity in contact centres through innovative in contact centres through innovative approaches to partnership workingapproaches to partnership working

To increase bottom line profitabilityTo increase bottom line profitability

To address diversity, recruitment, retention To address diversity, recruitment, retention and cultural issuesand cultural issues

7 Key Objectives7 Key Objectives To identify good practice to prevent ill-healthTo identify good practice to prevent ill-health To improve environmental factorsTo improve environmental factors To improve process and systemTo improve process and system To address cultural issuesTo address cultural issues To address diversity, recruitment and To address diversity, recruitment and

retentionretention To promote partnership deliveryTo promote partnership delivery To provide a framework for support and To provide a framework for support and

networking opportunitiesnetworking opportunities

Some ‘non-boring’ Some ‘non-boring’ facts and figuresfacts and figures

The UK has over 4,300 contact centres and The UK has over 4,300 contact centres and around 0.5million agent positionsaround 0.5million agent positions

It employs over 790,000 people as agents, It employs over 790,000 people as agents, managers, IT staff and ancillary workers – 2.83% managers, IT staff and ancillary workers – 2.83% of the employed in the UKof the employed in the UK

The NE, NW, Yorkshire and Scotland have over The NE, NW, Yorkshire and Scotland have over 3.9% of their employed population working in 3.9% of their employed population working in contact centrescontact centres

Over 30% of contact centres experienced some Over 30% of contact centres experienced some growth over the last two yearsgrowth over the last two years

Industry growthIndustry growth OutboundOutbound

Entertainment and leisureEntertainment and leisure Sales and MarketingSales and Marketing Retail and distributionRetail and distribution

InboundInbound Local authority and government agenciesLocal authority and government agencies

CONTACTBABEL statistical data sourceCONTACTBABEL statistical data source

Securing Health Securing Health TogetherTogether

ComplianceCompliance Continuous Continuous

improvementimprovement KnowledgeKnowledge SkillsSkills SupportSupport

Partner LinksPartner Links

Stress & Empowerment Case StudyStress & Empowerment Case Study University of ManchesterUniversity of Manchester

Display Screen EquipmentDisplay Screen Equipment Argos, Inside TrackArgos, Inside Track

Hearing and voice protectionHearing and voice protection Royal Liver InsuranceRoyal Liver Insurance

Stress AssessmentsStress Assessments Health@workHealth@work

Action with PartnersAction with Partners Working with Working with

Merseyside Fire service Merseyside Fire service on fire safety in contact on fire safety in contact centrescentres

Developing a Slips, Developing a Slips, Trips and Falls guidance Trips and Falls guidance document with the document with the assistance of assistance of enforcement officers, enforcement officers, contact centre contact centre representatives and representatives and academic membersacademic members

Producing information Producing information on procedures as best on procedures as best practice guidance notespractice guidance notes

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

Stress AwarenessStress Awareness Workplace Health Workplace Health

Information & Support Information & Support Project (WHISP) Project (WHISP) provides:provides: Occupational health Occupational health

info.info. An OC Profile X An OC Profile X

LiverpoolLiverpool ID serious issuesID serious issues Work related health Work related health

info.info. Evidence on workforce Evidence on workforce

health awarenesshealth awareness OH provision statisticsOH provision statistics

Typical Stress Typical Stress responsesresponses

0

10

20

30

40

50

60

70

80

RESPONDANTS%

stressed fairly/veryoften

high levels of work

Verbal abuse

Physically abused

racially harrasssed

sexually harrassed

Partnerships in trainingPartnerships in training

VoluntaryOrganisations

VoluntaryOrganisations

Government Agencies

Government Agencies

Business Links

Business Links

Chambers of

Commerce

Chambers of

Commerce

Trade UnionsTrade Unions

AcademicBodies

AcademicBodies

Local Authorities

Local Authorities

ContactCentresContactCentres

Training Initiatives Training Initiatives

Totally Partner Totally Partner dependentdependent

DisabilityDisability

Multitasking and Multitasking and skillingskilling

Exclusively yoursExclusively yours

Wellbeing projectWellbeing project The VoiceThe Voice

Groundwork & Groundwork & Jobcentre plusJobcentre plus

Ability netAbility net ArgosArgos

BarclaysBarclays

Scottish PowerScottish Power

Support FrameworkSupport Framework Delivered throughDelivered through

WorkshopsWorkshops NetworkingNetworking TrainingTraining NewslettersNewsletters E-mailE-mail TelephoneTelephone Web pageWeb page

AgendaAgenda interfacesinterfaces Health, work and well-being - Caring Health, work and well-being - Caring

for our future (2005) for our future (2005) Choosing health –making healthy Choosing health –making healthy

choices easier (2004)choices easier (2004) Stress in the workplace HSE review Stress in the workplace HSE review

topic (2005/6)topic (2005/6) Where wealth means health – Where wealth means health –

illustrating inequality in the north west illustrating inequality in the north west (2006)(2006)

Future FocusFuture Focus

Joint Stress conference with Chester City Joint Stress conference with Chester City Council 26.01.06Council 26.01.06

NWCCP Success Celebration - April 2006NWCCP Success Celebration - April 2006 Workshops and training daysWorkshops and training days Dti newslettersDti newsletters Emergency Services groupEmergency Services group LAC 94/1 reviewLAC 94/1 review Exit strategyExit strategy Best Practice publicationBest Practice publication

And finally;And finally; We intend to keep We intend to keep

all partners all partners informed informed

We welcome active We welcome active participation and participation and dissemination dissemination

Website Website

www.nwccp.orgwww.nwccp.org