1. North West Contact Centres Project Neil Turner DMS, Dip PHIEB, T.Eng (CEI) Project Manager

2. health@work portfolio Health @ Work Voluntary Sector NWCCP Campaigns SME’s Acute and Primary Care Individuals

4. What I will cover;  Background to the project  Outline of the overall aim of the project  Objectives  Examples of Links to the Regional Economic Strategy and the Northern Way  Partnership delivery  Future focus

5. 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  To address diversity, recruitment, retention and cultural issues

6. 7 Key Objectives  To identify good practice to prevent ill-health  To improve environmental factors  To improve process and system  To address cultural issues  To address diversity, recruitment and retention  To promote partnership delivery  To provide a framework for support and networking opportunities

7. Some ‘non-boring’ facts and figures  The UK has over 4,300 contact centres and around 0.5million agent positions  It employs over 790,000 people as agents, managers, IT staff and ancillary workers – 2.83% of the employed in the UK  The NE, NW, Yorkshire and Scotland have over 3.9% of their employed population working in contact centres  Over 30% of contact centres experienced some growth over the last two years

8. Industry growth OOOOutbound EEEEntertainment and leisure SSSSales and Marketing RRRRetail and distribution IIIInbound LLLLocal authority and government agencies CONTACTBABEL statistical data source

9. Securing Health Together  Compliance  Continuous improvement  Knowledge  Skills  Support

10. Partner Links  Stress & Empowerment Case Study  University of Manchester  Display Screen Equipment  Argos, Inside Track  Hearing and voice protection  Royal Liver Insurance  Stress Assessments  Health@work

11. Action with Partners  Working with Merseyside Fire service on fire safety in contact centres  Developing a Slips, Trips and Falls guidance document with the assistance of enforcement officers, contact centre representatives and academic members  Producing information on procedures as best practice guidance notes

14. A ‘ton’ of Business Information for Contact Centres

15. Stress Awareness WWorkplace Health Information & Support Project (WHISP) provides: OOccupational health info. AAn OC Profile X Liverpool IID serious issues WWork related health info. EEvidence on workforce health awareness OOH provision statistics

16. Typical Stress responses

17. Partnerships in training Training Initiatives Contact Centres Local Authorities Academic Bodies Trade Unions Chambers of Commerce Business Links Government Agencies Voluntary Organisations

18. Totally Partner dependent  Disability  Multitasking and skilling  Exclusively yours Wellbeing project Wellbeing project  The Voice Groundwork & Jobcentre plus Ability net Argos Barclays Scottish Power

19. Support Framework DDelivered through WWorkshops NNetworking TTraining NNewsletters EE-mail TTelephone WWeb page

20. Agenda interfaces  Health, work and well-being - Caring for our future (2005)  Choosing health –making healthy choices easier (2004)  Stress in the workplace HSE review topic (2005/6)  Where wealth means health – illustrating inequality in the north west (2006)

21. Future Focus  Joint Stress conference with Chester City Council 26.01.06  NWCCP Success Celebration - April 2006  Workshops and training days  Dti newsletters  Emergency Services group  LAC 94/1 review  Exit strategy  Best Practice publication

22. And finally;  We intend to keep all partners informed  We welcome active participation and dissemination Website www.nwccp.org