The analysis of the ergonomic problems
of the contact center. It allocates main factors of
influence on man- operator

Kryvodub, Anna Serhiivna

Lavrov, Yevhenii Anatoliiovych

Shapochka, Yurii Mykolaiovych

Криводуб, Анна Сергеевна

Криводуб, Анна Сергіївна

Лавров, Евгений Анатольевич

Лавров, Євгеній Анатолійович

Шапочка, Юрий Николаевич

Шапочка, Юрій Миколайович

Electronic Sumy State University Institutional Repository

The 4 th International Conference « Advanced Information Systems and Technologies, AIST 2016» 25-27 May 2016, Sumy, Ukraine  17 Analysis of ergonomics problems contact-centers A. Krivodub, Y. Shapochka, E. Lavrov  Sumy State University, Ukraine, annakrivodub@ssu.edu.ua  Abstract. The analysis of the ergonomic problems of the contact center. It  allocates main factors of influence on man- operator. Keywords. Ergonomics, Contact Center, Man-Operator, Queue, Workload, Queueing System. INTRODUCTION Modern organizations working in the service sector, tend to clock and interoperability with actual and potential users. Herewith, the contact centers are an effective means of communication with its customers companies. Developers define parametres and the structure thus to ensure the maximum performance and reliability of customer service, when designing such services. Herewith, in the less considered state of the operator, which is constantly under the influence of various physical and physiological factors. Ignoring the influence of these factors can lead to erroneous work of the operator and further deterioration in the efficiency of outsourcing companies. A large number of studies of domestic and foreign scientists [1-3] devoted for questions to the impact of the illumination of the working area, noise, microclimate and comfort in the workplace employee contact center. Herewith, questions of the impact of physiological factors on the quality of operators outsourcing companies do not fully disclosed. FORMULATION OF THE PROBLEM  It is necessary to analyze the ergonomic problems contact centers to identify the main factors influencing the activity of the operator in the customer service. RESULTS To identify ergonomic problems contact center survey was conducted the poll of among employees of such organizations [4]. To participate in the survey were involved in the passage of Ukrainian outsourcing companies, among which are Global Bilgi, PortaOne, NetCracker. Analysis of the survey results showed that the owners of these companies care about comfortable workplace human operator, which positively affects operator activity. But the principles of construction of modern contact centers do not consider the maximum allowable standarts activities of human operator [5] (fig. 1). Among the ergonomic problems activities of employees of contact centers can select a random character receipt of requests for changes greatly complicates the work of operators. It is also possible deterioration of service efficiency due to operational tempo, intensity of work, which is characterized by intellectual, sensory, emotional stress, the degree of monotony and mode of operations of the operator. Is necessary to take into account the following ergonomic parameters for a comprehensive analysis of the effectiveness of the contact center:  load factor of operator,  coefficient of queue,  queue length, describing the information of load factor of operator [5]. An important factor is also fixing the operator for service a certain type of applications, that appropriate to the skill level [6]. Otherwise people will work under stress, that affecting the correctness of execution of the application. The 4 th International Conference « Advanced Information Systems and Technologies, AIST 2016» 25-27 May 2016, Sumy, Ukraine  18  Figure 1 - Result assess the impact of physical and physiological on operator contact center   CONCLUSIONS The assessment of working conditions  in the workplace the operator of contact center must take account of ergonomic standards and requirements. The analysis allowed to compare the level of influence of different factors on staff outsourcing companies and identify the most influential:   a work in the terms of queues,   the lack of procedures for securing operators for the execution of certain types of applications according to skill level,  dependence of the operator from  psychological atmosphere of the collective.  Prospects for research - development models for assessing conditions in the workplace human operator outsourcing companies with the influence of physiological factors.   REFERENCES [1] Toomingas, A., Cohen, P., Jonsson, C., Kennedy, J., Mases, T., Norman, K., and Odefalk, A. A Sound Working Environment in Call and Contact Centres. - Advice and Guidelines. Stockholm, Sweden. - 2005. [2] Ibrahim H Garb ie An Experimental Study on Assembly Workstation Considering Ergonomically Issues. - Proceedings of the 41st International Conference on Computers & Industrial Engineering. – 2001. – Р. 275 – 282. [3] EN ISO 6385. Ergonomic Principles in the Design of Work Systems. – 2004. [4] Ocenka rabochego mesta operatora Call-centra. Retrieved from https://goo.gl/0j2ulZ. [5] Lavrov E.A., Krivodub A.S., Rybka A.V. Bazovaja model d lja sistemy obespechenija ergonomicheskogo kachestva tehnologij upravlenija IT–resursami // Suchasnі іnformacіjn і sistemi і tehnologії AIST 2014, Sumy. – Sumy: –«Mrіja-1», 2014.- S. 38-40. [6] Lavrov E.A., Pasko N.B., Krivodub A.S., Barchenko N.L., Kontsevich V.G. Ergonomika  IT-autsorsinga. Razrabotka matemat icheskoy modeli raspredeleniya zayavok mezhdu operatorami // Vostochno-Evropeyskiy zhurnal peredovyih tehnologiy. Ser. Protsessyi upravleniya. - Harkov, 2016.- 2 (80). – S. 32-42. 

Analysis of ergonomics problems contact-centers

SocioEconomic Challenges Journal (Sumy State University)

The 4 th International Conference « Advanced Information Systems and Technologies, AIST 2016» 
25-27 May 2016, Sumy, Ukraine 
 
17 
Analysis of ergonomics problems contact-centers 
A. Krivodub, Y. Shapochka, E. Lavrov  
Sumy State University, Ukraine, annakrivodub@ssu.edu.ua 
 
Abstract. The analysis of the ergonomic problems 
of the contact center. It  allocates main factors of 
influence on man- operator. 
Keywords. Ergonomics, Contact Center, Man-
Operator, Queue, Workload, Queueing System. 
INTRODUCTION 
Modern organizations working in the service 
sector, tend to clock and interoperability with 
actual and potential users. Herewith, the contact 
centers are an effective means of communication 
with its customers companies. 
Developers define parametres and the structure 
thus to ensure the maximum performance and 
reliability of customer service, when designing 
such services. Herewith, in the less considered 
state of the operator, which is constantly under the 
influence of various physical and physiological 
factors. 
Ignoring the influence of these factors can lead 
to erroneous work of the operator and further 
deterioration in the efficiency of outsourcing 
companies. 
A large number of studies of domestic and 
foreign scientists [1-3] devoted for questions to 
the impact of the illumination of the working area, 
noise, microclimate and comfort in the workplace 
employee contact center. Herewith, questions of 
the impact of physiological factors on the quality 
of operators outsourcing companies do not fully 
disclosed. 
FORMULATION OF THE PROBLEM  
It is necessary to analyze the ergonomic 
problems contact centers to identify the main 
factors influencing the activity of the operator in 
the customer service. 
RESULTS 
To identify ergonomic problems contact center 
survey was conducted the poll of among 
employees of such organizations [4]. To 
participate in the survey were involved in the 
passage of Ukrainian outsourcing companies, 
among which are Global Bilgi, PortaOne, 
NetCracker. Analysis of the survey results 
showed that the owners of these companies care 
about comfortable workplace human operator, 
which positively affects operator activity. But the 
principles of construction of modern contact 
centers do not consider the maximum allowable 
standarts activities of human operator [5] (fig. 1). 
Among the ergonomic problems activities of 
employees of contact centers can select a random 
character receipt of requests for changes greatly 
complicates the work of operators. It is also 
possible deterioration of service efficiency due to 
operational tempo, intensity of work, which is 
characterized by intellectual, sensory, emotional 
stress, the degree of monotony and mode of 
operations of the operator. 
Is necessary to take into account the following 
ergonomic parameters for a comprehensive 
analysis of the effectiveness of the contact center: 
 load factor of operator, 
 coefficient of queue, 
 queue length, 
describing the information of load factor of 
operator [5]. An important factor is also fixing the 
operator for service a certain type of applications, 
that appropriate to the skill level [6]. Otherwise 
people will work under stress, that affecting the 
correctness of execution of the application.
 
The 4 th International Conference « Advanced Information Systems and Technologies, AIST 2016» 
25-27 May 2016, Sumy, Ukraine 
 
18 
 
Figure 1 - Result assess the impact of physical and physiological on operator contact center 
 
 
CONCLUSIONS 
The assessment of working conditions  in 
the workplace the operator of contact center 
must take account of ergonomic standards and 
requirements. The analysis allowed to 
compare the level of influence of different 
factors on staff outsourcing companies and 
identify the most influential:  
 a work in the terms of queues,  
 the lack of procedures for securing 
operators for the execution of certain 
types of applications according to skill 
level, 
 dependence of the operator from  
psychological atmosphere of the 
collective.  
Prospects for research - development 
models for assessing conditions in the 
workplace human operator outsourcing 
companies with the influence of physiological 
factors. 
 
 
REFERENCES 
[1] Toomingas, A., Cohen, P., Jonsson, C., Kennedy, 
J., Mases, T., Norman, K., and Odefalk, A. A 
Sound Working Environment in Call and Contact 
Centres. - Advice and Guidelines. Stockholm, 
Sweden. - 2005. 
[2] Ibrahim H Garb ie An Experimental Study on 
Assembly Workstation Considering 
Ergonomically Issues. - Proceedings of the 41st 
International Conference on Computers & 
Industrial Engineering. – 2001. – Р. 275 – 282. 
[3] EN ISO 6385. Ergonomic Principles in the Design 
of Work Systems. – 2004. 
[4] Ocenka rabochego mesta operatora Call-centra. 
Retrieved from https://goo.gl/0j2ulZ. 
[5] Lavrov E.A., Krivodub A.S., Rybka A.V. 
Bazovaja model d lja sistemy obespechenija 
ergonomicheskogo kachestva tehnologij 
upravlenija IT–resursami // Suchasnі іnformacіjn і 
sistemi і tehnologії AIST 2014, Sumy. – Sumy: –
«Mrіja-1», 2014.- S. 38-40. 
[6] Lavrov E.A., Pasko N.B., Krivodub A.S., 
Barchenko N.L., Kontsevich V.G. Ergonomika  IT-
autsorsinga. Razrabotka matemat icheskoy modeli 
raspredeleniya zayavok mezhdu operatorami // 
Vostochno-Evropeyskiy zhurnal peredovyih 
tehnologiy. Ser. Protsessyi upravleniya. - Harkov, 
2016.- 2 (80). – S. 32-42. 


English

https://essuir.sumdu.edu.ua/bitstream/123456789/46840/1/Krivodub_Shapochka_Lavrov.pdf

Analysis of ergonomics problems contact-centers

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SocioEconomic Challenges Journal (Sumy State University)