This article is targeted at Call Center & BPO Human Resource departments and offers guidelines for establishing Health & Hygiene SOP’s for Headsets and other high touch communication devices.
Ensuring employee safety while maintaining full productivity are both key considerations within a call centre environment.
Both the responsibility and the timing of the headset sanitizing are therefore important considerations.
In a typical Call-Center, it is most practical to delegate this responsibility to your Team Leaders. They are best positioned to ensure that their team members implement the Standard Operating Procedures in a manner that coincides with tea and lunch breaks, and therefore has the least operational impact.
Team leaders also gain most directly through lower rates of absenteeism, less cross-infection between team members, and reduced re-infection rates in the same team member.
These all contribute to a healthier, happier team with higher morale and better productivity.
Standard Operating Procedures:
Team Leaders and agents should be instructed to use the Ozone sterilizing cabinets as per the 5-Step Ozone Sterilizing SOP’s detailed below. Team Leaders will be the drivers of the process and schedule the 15-minute weekly sterilizing cycle to coincide with their team lunch breaks. Each Agent should receive a one-page instructional info-graphic highlighting the benefits of ozone sterilizing. Instructional posters and user guides should be displayed alongside the sterilizing stations.
Five-Step Ozone Sterilizing Standard Operating Procedure Instructions:
Step One: Weekly Ozone Sterilizing
Team Leaders must ensure that their team members ozone sterilize their headsets every week.
Step Two: No Sharing Headsets or Similar Electronic Devices
Team Leaders must ensure that team members do not share headsets or other similar electronic communication devices.
Step Three: Pro-Active Ozone Sterilizing
Team Leaders must ensure that team members ozone sterilize their headsets every day for five days if they begin to exhibit any symptoms of viral or bacterial infections such as colds, flu, chest infections, ear infections, coughs, stomach infections, COVID19, TB or any other viral or bacterial infections.
Step Four: Post-Infection Ozone Sterilizing
Team Leaders must ensure that team members ozone sterilize their headsets every day for five days after returning to work if they have been booked off sick for any infectious ailment – this includes colds, flu, chest infections, ear infections, coughs, stomach infections, COVID19, TB or any other viral or bacterial infections.
Step Five: Ad-hoc Ozone Sterilizing
Team Leaders should train their team members to recognize that their work, home, social and family viral and bacterial ecosystems are completely integrated. Ozone sterilizing cabinets play an important role in interrupting and breaking the cycle of infectious transmission between the different environments in their lives in a non-invasive manner. Employees should use the ozone sterilizing cabinets as frequently as practically required and can sterilize a variety of high-risk devices. These include headsets, smartphones, earphones, lanyards & keys, tablets and wallets.