NZQA registered unit standard
16774 version 6
Page 1 of 7
Title
Follow occupational safety and health principles in a contact centre
Level
2
Purpose
Credits
6
This unit standard is for contact centre customer service
representatives (CSR) and covers the application of
occupational safety and health principles in their work
environment.
People credited with this unit standard are able to:
 adjust and maintain own workstation in a contact centre;
 describe and use Occupational Overuse Syndrome (OOS)
management techniques in a contact centre;
 describe factors that may cause stress in a contact centre,
and describe strategies to deal with stress;
 identify and explain health and safety hazards in a contact
centre;
 locate and explain the Hazard Register in a contact centre;
 locate and explain the emergency procedure instructions in a
contact centre; and
 explain the accident reporting procedures in a contact
centre.
Classification
Contact Centres > Contact Centre Operations
Available grade
Achieved
Entry information
Recommended skills
and knowledge
Unit 26848, Demonstrate knowledge of legislation applicable to
contact centres.
Explanatory notes
1
This unit standard has been developed for learning and assessment in the workplace
using naturally occurring evidence or under realistic simulation of such a context.
Assessment should occur only following a period of practical experience.
2
References
Health and Safety in Employment Act 1992;
Health and Safety in Employment Regulations 1995;
Guidelines for using computers (2010), ISBN 978-0-478-36207-7 (Web), Health and
Safety Group, New Zealand Department of Labour;
The Skills Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
16774 version 6
Page 2 of 7
How to Use Your Visual Display Unit Safely (1996), ISBN: 0-477-03592-2,
Occupational Safety and Health Service, Department of Labour, both available at
http://www.business.govt.nz/healthandsafetygroup/,
and all subsequent amendments and replacements.
3
Definitions
Contact centre – an organisational unit that acts as a focal point for communication
between organisations and customers using live voice telephony and/or information
technology to meet service purposes. Contact centres exist across a wide range of
industries. Examples include – banking, insurance, telecommunications, computer
companies, retailers and suppliers of services, local government, government
agencies, travel industry, market research companies, and charity organisations.
CSR – Customer Service Representative. Also known as agent, customer care
consultant, customer service operator, call centre operator or account manager.
Emergency procedures – actions to be taken in the event of an emergency such as
fire evacuation, bomb threat, explosion, natural disaster, medical emergency or
health and safety as stated in the organisation’s policies and procedures.
OHS – Occupational Health and Safety.
OHS guidelines – code of practice, and the Health and Safety in Employment Act
1992 and associated regulations and all subsequent amendments and replacements.
OOS – Occupational Overuse Syndrome – an injury caused by continual
performance of repetitive tasks, typically affecting the hand, wrists, elbow or
shoulder.
Organisational procedures – those policies, procedures, and/or guidelines of a real
workplace or, in the case of assessment being undertaken in a simulated workplace
environment, they are those of a real workplace that reflect the policies and
procedures of the workplace rather than those of the training provider.
Stressor – an event or experience that causes stress.
Workstation – equipment and furniture allocated to an employee, and includes
situations where an employee is temporarily allocated to another workstation, either
locally or remotely, for example working from home or hot desking.
4
Range
All activities and evidence presented for outcomes and evidence requirements in this
unit standard must be in accordance with organisational procedures.
Outcomes and evidence requirements
Outcome 1
Adjust and maintain own workstation in a contact centre.
Evidence requirements
1.1
Adjust seat in accordance with OHS guidelines.
Range
The Skills Organisation
SSB Code 100401
seat height and angle, backrest height and angle, footrest where
appropriate.
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
1.2
16774 version 6
Page 3 of 7
Adjust keyboard, mouse, and screen positions to comply with OHS guidelines.
Range
keyboard height and angle; mouse and mouse pad positions;
screen height, angle, brightness and contrast; avoidance of glare.
1.3
Ensure cabling and leads are positioned safely.
1.4
Ensure headset is fit for purpose and adjust for comfort.
1.5
Clean workstation equipment periodically.
Range
equipment – headset, screen, mouse, mouse pad, chair, desk.
Outcome 2
Describe and use OOS management techniques in a contact centre.
Evidence requirements
2.1
Describe three factors that may lead to OOS in accordance with OHS
guidelines.
Range
2.2
may include but is not limited to – poor posture, poor workstation
adjustment, sustained muscle contraction, repetitive movement,
forceful movement, stress, noise level.
Describe personal methods for the prevention of OOS in accordance with OHS
guidelines.
Range
methods may include but are not limited to – maintain posture,
micro pauses, macro pauses, exercises and stretching, stress
management, other good work techniques.
2.3
Demonstrate finger and wrist techniques, and posture to comply with OHS
guidelines.
2.4
Take micro pauses in accordance with OHS guidelines.
2.5
Perform physical and visual exercises according to OHS guidelines.
Outcome 3
Describe factors that may cause stress in a contact centre, and describe strategies to deal
with stress.
Evidence requirements
3.1
Describe two external factors and two internal factors that may cause stress.
Range
The Skills Organisation
SSB Code 100401
may include but is not limited to –
external factors may include – major life changes, workplace
relationships, volume of work, shift work, domestic circumstances,
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
16774 version 6
Page 4 of 7
personal health issues, physical environment
internal factors may include – negative self-talk, unrealistic
expectations, lack of assertiveness, uncertainty, pessimism.
3.2
Describe four personal strategies for dealing with stress.
Range
3.3
strategies may include but are not limited to – better time
management, prioritising, relaxation activities, goal setting,
physical activity, balanced diet, talking to others, making time for
fun and relaxation, choosing not to react, changing focus,
changing expectations, accepting things you cannot change.
Describe five support options for seeking assistance for dealing with stress.
Range
support options may include but are not limited to – manager,
human resources, employee assistance programme,
organisation’s internal support, caregiver, family, medical
professional, counsellor, social worker, church and/or religious
personnel, support agencies, websites.
Outcome 4
Identify and explain health and safety hazards in a contact centre.
Evidence requirements
4.1
Identify hazards in a contact centre, and explain why they are considered a
hazard.
Range
may include but is not limited to – fatigue, uncertainty, shift work,
volume of interactions, physical environment, cabling and leads,
air-conditioning, lighting, personal computers, blocked access
ways.
Outcome 5
Locate and explain the Hazard Register in a contact centre.
Evidence requirements
5.1
Locate the Hazard Register.
5.2
Describe the function of the Hazard Register in the workplace in accordance
with legislation.
5.3
Describe CSR responsibilities in relation to the Hazard Register in accordance
with legislation.
Range
The Skills Organisation
SSB Code 100401
responsibilities – hazard identification, hazard reporting.
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
5.4
16774 version 6
Page 5 of 7
Describe the roles of key personnel in relation to the Hazard Register in
accordance with legislation.
Range
key personnel may include but is not limited to – team leader,
contact centre manager, health and safety officer, building warden,
First Aid personnel.
Evidence of three is required.
Outcome 6
Locate and explain the emergency procedure instructions in a contact centre.
Evidence requirements
6.1
Locate contact centre emergency procedure instructions.
Range
includes but is not limited to – wall displays, desk, exit route
signage, evacuation assembly point, alarm panel, fire extinguisher,
intranet, internet, computer networks.
Evidence of three is required.
Types of emergency – fire, earthquake, bomb threat, flood, power
cut, tsunami, volcanic eruption.
Evidence of three is required.
6.2
Explain the purpose of the workplace emergency procedure instructions.
6.3
Explain CSR responsibilities in relation to the emergency procedure
instructions.
Range
6.4
responsibilities – reporting incidents which are covered by the
instructions, taking action when required, following instructions
from key personnel.
Explain the roles of key personnel in relation to the emergency procedure
instructions.
Range
key personnel may include but is not limited to – team leader,
contact centre manager, health and safety officer, building warden,
First Aid personnel, emergency services.
Evidence of three is required.
Outcome 7
Explain the accident reporting procedures in a contact centre.
Evidence requirements
7.1
Explain accident reporting procedures.
The Skills Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
7.2
Explain CSR responsibilities in relation to the accident reporting in accordance
with legislation.
responsibilities – timeliness in reporting, filling out the forms.
Range
7.3
Explain the roles of key personnel in relation to accident reporting.
key personnel – team leader, contact centre manager.
Range
7.4
16774 version 6
Page 6 of 7
Explain the purpose of documentation for accident reporting.
documentation – internal report, Accident Compensation
Corporation (ACC) report, OHS report.
Range
Planned review date
31 December 2018
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
25 July 1999
31 December 2011
Review
2
25 February 2000
31 December 2011
Revision
3
3 April 2001
31 December 2011
Review
4
26 July 2005
31 December 2012
Review
5
9 December 2010
31 December 2017
Review
6
17 April 2014
N/A
Consent and Moderation Requirements (CMR) reference
0121
This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA,
before they can report credits from assessment against unit standards or deliver courses
of study leading to that assessment.
Industry Training Organisations must be granted consent to assess against standards by
NZQA before they can register credits from assessment against unit standards.
Providers and Industry Training Organisations, which have been granted consent and
which are assessing against unit standards must engage with the moderation system that
applies to those standards.
Requirements for consent to assess and an outline of the moderation system that applies
to this standard are outlined in the Consent and Moderation Requirements (CMR). The
CMR also includes useful information about special requirements for organisations wishing
to develop education and training programmes, such as minimum qualifications for tutors
and assessors, and special resource requirements.
The Skills Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
16774 version 6
Page 7 of 7
Comments on this unit standard
Please contact The Skills Organisation reviewcomments@skills.co.nz if you wish to
suggest changes to the content of this unit standard.
The Skills Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016