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Ergonomia no Call Center: 6 cuidados com o operador

Para assegurar a rentabilidade do seu call center, além de investir em um sistema operacional de alta performance, é necessário tomar cuidados que garantam uma boa integração entre o trabalhador e o ambiente organizacional. Para isso, é fundamental estar atento à ergonomia, ciência que visa propor soluções para ampliar a eficiência de um sistema produtivo e garantir o conforto, a saúde e a segurança do trabalhador.

A ergonomia é tão importante que existe até uma norma reguladora a ser adotada por empresas que desempenham atividades de telemarketing e teleatendimento nas modalidades ativo ou receptivo: a NR17. Essa norma trata de uma série de medidas ligadas a mobiliário, equipamentos eletrônicos, ambiente corporativo e jornada de trabalho, que devem ser seguidas à risca.

A ergonomia no call center inclui muitos detalhes e deve ser levada a sério, já que os operadores passam o expediente sentados diante do computador, ouvindo e falando com os clientes. Portanto, para você aplicar isso na sua empresa, continue a leitura e conheça nossas dicas para aperfeiçoar a relação entre o operador e a atividade desempenhada nas estações de trabalho! Vamos lá?

 

Ambiente adequado

O local de trabalho precisa ter uma luminosidade adequada, de maneira que o monitor não apresente pontos ofuscados nem reflexos que prejudiquem a visualização das informações. O espaço de aproximadamente 1,5 m² ao redor da estação de atendimento deve ser respeitado a fim de garantir que os ruídos do ambiente não atrapalhem as ligações. Além disso, o uso de ar-condicionado é importante para manter a temperatura agradável, mas é imprescindível que os aparelhos recebam manutenção periódica para evitar problemas respiratórios.

Cadeira confortável

Como a atividade exige que o operador passe horas sentado, é fundamental que a cadeira seja feita com espuma de boa densidade e revestimento suave para assegurar máximo conforto. As bordas devem ser arredondadas, enquanto o encosto e o assento têm de ser ajustáveis. A base da cadeira com rodízios facilita o deslocamento e ajuste da posição. Finalmente, para um posicionamento perfeito durante a digitação, também é necessário que haja apoio para os braços.

Mesa espaçosa

As mesas precisam ter pelo menos 90 cm de largura e 75 cm de profundidade. Caso o trabalho exija materiais de consulta, as dimensões mínimas devem ser de 1 m de largura e 90 cm de profundidade, que garantirão uma boa organização e uma melhor postura diante do teclado e do monitor.

Headsets de boa qualidade

O nível de ruído durante a jornada de trabalho do operador varia de 65 a 88 dB(A). Por essa razão, o volume do fone deve ser calibrado de maneira adequada e, a cada duas horas, o trabalhador deve alternar o lado do aparelho para minimizar os riscos à saúde auditiva.

Ginástica laboral

Extremamente favorável para diminuir o número de casos de problemas ergonômicos no ambiente de trabalho, a ginástica laboral precisa fazer parte da jornada de trabalho dos operadores.

Muitas companhias contratam profissionais para prestar assistência aos funcionários, mas vários movimentos podem ser executados a qualquer momento do dia para aliviar a tensão. Algumas sugestões eficientes são mover a cabeça para os lados de tempos em tempos, esticar os braços para cima e para os lados, esticar as mãos para baixo e para cima e girar os punhos.

Pausas regulares

Paradas regulares de acordo com a carga horária de trabalho estão previstas em lei e são essenciais para que o operador possa se recompor física e psicologicamente. Em uma jornada de 8 horas, o operador deve desfrutar de dois períodos de 10 minutos contínuos fora do posto de trabalho, sendo a primeira pausa depois de 1 hora do início do expediente e a segunda, antes dos 60 minutos finais da jornada.

Essas pausas não podem ser abatidas do intervalo obrigatório de repouso e alimentação. Também é importante que o operador faça uma pequena pausa logo depois de uma ligação desgastante. Nessas ocasiões, é recomendado que ele reporte aos colegas, superiores ou profissionais de saúde ocupacional o que aconteceu, a fim de aliviar o estresse.

Gostou das nossas dicas de ergonomia no call center? Já segue ou pretende adotar algumas delas na sua empresa? Deixe seu comentário e compartilhe com a gente suas práticas ergonômicas no trabalho!

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