Northwest Contact Centres Project Neil Turner. What I will cover; Background to the project Outline...
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Transcript of Northwest Contact Centres Project Neil Turner. What I will cover; Background to the project Outline...
![Page 1: Northwest Contact Centres Project Neil Turner. What I will cover; Background to the project Outline of the overall aim of the project Objectives Partnership.](https://reader036.fdocuments.in/reader036/viewer/2022082409/5697bfe41a28abf838cb5b9b/html5/thumbnails/1.jpg)
Northwest Contact Centres Project
Neil Turner
![Page 2: Northwest Contact Centres Project Neil Turner. What I will cover; Background to the project Outline of the overall aim of the project Objectives Partnership.](https://reader036.fdocuments.in/reader036/viewer/2022082409/5697bfe41a28abf838cb5b9b/html5/thumbnails/2.jpg)
What I will cover;
Background to the project Outline of the overall aim of the project Objectives Partnership delivery
![Page 3: Northwest Contact Centres Project Neil Turner. What I will cover; Background to the project Outline of the overall aim of the project Objectives Partnership.](https://reader036.fdocuments.in/reader036/viewer/2022082409/5697bfe41a28abf838cb5b9b/html5/thumbnails/3.jpg)
Background Developed from the successful Merseyside contact centre project Expanded objectives based on experience and guidance Configured to deliver added value business outcomes
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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
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Costs of ill-health2.3 million suffer from work related ill-health per year32.9 million working days are lostHealth and safety failures cost employers £6.5billion per year
7.8 days lost per employee per yearDirect cost of sickness absence per employee is £434Indirect cost around £450
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Revitalising Health and Safety
Reduce working days lost by 30%Reduce incidence of ill health by 20%Reduce fatalities and major injuries by 10%Secure by 2010
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Securing Health Together
ComplianceContinuous improvementKnowledgeSkillsSupport
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7 key objectives
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Objective #1To identify good practice to prevent ill-health
Hearing and voice protectionHygiene and disease preventionStress preventionEyesight protectionMusculoskeletal disorders
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Objective #2Improve environmental factors
Temperature and humidity controlWorkstation ergonomicsFire safetyPrevention of slips, trips and falls
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Objective #3Improve processes and system
Training initiativesProcess mappingSystem improvements
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Objective #4Address cultural issues
Management styleMeasurement and control mechanismsPrevention of bullying and harassmentPersonal development
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Objective #5Address diversity, recruitment and retention issues
Develop core competencesAssess the labour market to match business needsImplement personal development programmes Do exit interviews
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Objective #6Promote partnership delivery
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Objective #7Provide a framework for support and networking opportunities
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And finally;We intend to keep all partners informed - all we require of you is active participation and wide dissemination
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