August 08th, 2023

Headset NR17: top tips for ergonomics in the call center

In a call center, the constant use of technological equipment is part of everyday life. However, did you know that poor posture and the use of bad equipment can lead to health problems, discomfort and, consequently, a drop in productivity?

In this Felitron post, we'll explore the main ergonomic tips that make a big difference to the working experience in a call center and highlight the essential role of a professional NR17 headset in this context. Check it out!

The importance of ergonomics for call centers

The importance of ergonomics goes far beyond simple physical comfort. A suitable structure brings a number of significant advantages for operators, providing a more welcoming working environment that is conducive to well-being.

By implementing ergonomic principles in the call center, operators benefit from a series of improvements. Promoting correct posture, for example, is crucial to avoiding muscle pain and discomfort, especially in areas such as the neck, shoulders and back, which are greatly affected by the constant use of equipment and incorrect posture.

Regulatory Standard 17 (NR 17)

Regulatory Standard 17 (NR 17) applies to the sectors of companies and workplaces dedicated to call center activities, as well as to companies specializing in this segment.

The standard establishes guidelines to ensure proper ergonomics in these environments, with a view to the comfort and well-being of workers.

Item 17.3.4 of NR 17 states that call center workstations must allow for postural variations, with easy-to-use adjustments. This means that equipment and furniture must be designed to provide sufficient space for operator comfort, taking into account aspects such as desk height, chair height, monitor and keyboard positioning, among others.

The main standards relating to headsets are:

• Promote the alternation of sides in the case of monaural headsets, as it should be possible for the operator to put the headset on both the right and left sides;
• Promote the replacement of headset accessories (such as earplugs and voice tubes) whenever different operators have to share the headset (when changing shifts, for example), but it is highly recommended that each operator has their own headset.

Main ergonomic risks in the call center

The main ergonomic risks in the call center involve:

• Repetitive strain injuries (RSI);
• Postural alterations;
• Noise-induced hearing loss (NIHL).

How to prevent them

As established by NR 17, as a call center manager, you can adopt preventive measures to avoid ergonomic risks for your employees. Here are some of them:

• Regular breaks for rest and food: encourage your employees to take regular breaks during the working day. These breaks allow them to rest and move around, reducing muscle and mental fatigue;
• Ergonomic furniture: invest in ergonomically designed furniture, such as height and backrest adjustable chairs, tables with adequate height, footrests and wrist rests. This furniture contributes to correct posture, reducing stress on operators' backs, necks and shoulders;
• Adequate lighting: ensure that the working environment has adequate lighting, avoiding both excessively bright light and a lack of lighting. Correct lighting helps to reduce eyestrain and visual fatigue;
• Air conditioning at a pleasant temperature and with regular maintenance: keep the room temperature at a comfortable level, providing suitable conditions for operators. It is also important to carry out regular maintenance on air-conditioning systems to ensure a healthy environment and freedom from air quality problems;
• Headset NR17: the use of professional headsets, i.e. those that comply with NR17 standards, brings more quality to professional life and, consequently, increases productivity in the call center.

Advantages of Felitron's NR17 headsets

A suitable professional headset offers several ergonomic advantages. Firstly, it allows the operator to maintain a correct posture during calls, avoiding stress and muscle fatigue, common conditions in prolonged use of a conventional telephone.

With a Felitron headset, you can keep your hands free to type, write down information or carry out other tasks, without having to hold the phone with your shoulder.

In addition, a quality NR17 headset has features such as height adjustment, microphone rotation and comfortable ear foams, so the operator can find the most suitable and comfortable position for their individual needs.

Another advantage of using a headset for work is the improvement in the sound quality of calls. With clearer, crisper audio, the operator doesn't have to work so hard to hear and understand the customer, reducing tension and fatigue during interactions.

Get to know Felitron

Investing in a quality professional NR17 headset is an important preventive measure to avoid ergonomic risks in the call center, and here at Felitron you'll find the best models of headsets for offices. Check out our options by browsing the site.