Northwest Contact Centres Project Neil Turner

What I will cover; Background to the project Outline of the overall aim of the project Objectives Partnership delivery

Background Developed from the successful Merseyside contact centre project Expanded objectives based on experience and guidance Configured to deliver added value business outcomes

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

Costs of ill-health 2.3 million suffer from work related ill-health per year 32.9 million working days are lost Health and safety failures cost employers £6.5billion per year 7.8 days lost per employee per year Direct cost of sickness absence per employee is £434 Indirect cost around £450

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

Securing Health Together Compliance Continuous improvement Knowledge Skills Support

7 key objectives

Objective #1 To identify good practice to prevent ill- health Hearing and voice protection Hygiene and disease prevention Stress prevention Eyesight protection Musculoskeletal disorders

Objective #2 Improve environmental factors Temperature and humidity control Workstation ergonomics Fire safety Prevention of slips, trips and falls

Objective #3 Improve processes and system Training initiatives Process mapping System improvements

Objective #4 Address cultural issues Management style Measurement and control mechanisms Prevention of bullying and harassment Personal development

Objective #5 Address diversity, recruitment and retention issues Develop core competences Assess the labour market to match business needs Implement personal development programmes Do exit interviews

Objective #6 Promote partnership delivery

Objective #7 Provide a framework for support and networking opportunities

And finally; We intend to keep all partners informed - all we require of you is active participation and wide dissemination