General

The rise of new technologies and digital tools has drastically changed the way we work.
Sitting for hours, eyes fixed on a screen do call center agents suffer from excessive sedentary behavior?

First, it’s essential to distinguish sedentary behavior from physical inactivity.
A person is considered sedentary when they spend at least seven hours per day sitting.

According to the French National Observatory for Physical Activity and Sedentarity (ONAPS), call center agents remain seated for an estimated twelve hours on a workday and nine hours on a day off.

Sedentary behavior is a major public health issue. According to the WHO, lack of physical activity is the fourth leading risk factor for death worldwide.

Its harmful effects increase the risk of
• diabetes
• high blood pressure
• cardiovascular diseases
• obesity

Several small actions can make a real difference to your health.

Between calls, agents take breaks what if you encouraged them to stand up during those breaks?
Any excuse to get off the chair is beneficial:
• take the stairs instead of the elevator
• walk across the hall instead of calling a colleague
• move regularly between calls

To stay in good shape, the WHO recommends 10,000 steps per day.

Providing your agents with wireless headsets can also help.
They allow agents to continue handling calls while moving around.

According to a YouGov study, the results speak for themselves
75 percent of wireless headset users report taking more calls.

Ubicentrex recommends Sennheiser headsets, used by our own teams, along with IP telephony.

“A good worker needs good tools.”

Office layout and furniture choices are also central issues.
Standing desks, for example, allow agents to alternate between sitting and standing, reducing time spent seated and preventing back problems while improving concentration and performance.

Call center agents spend the day sitting but also facing a screen.
Screen, keyboard and chair adjustments have a significant impact on health.

Choose a chair with
• adjustable height and tilt
• a seat that does not press under the thighs or behind the knees
• a front edge that curves downward
• waterproof, breathable, non-slip upholstery
• lumbar support
• a five-point base
• wheels adapted to your floor
• armrests adjusted to elbow height

If you cannot adjust your desk height, adjust your chair­ instead.

The simplest way to find the right height
• stand in front of the chair
• adjust the seat so it reaches just below your knees
Then position your arms and feet properly
• forearms horizontal
• elbows bent at 90°
• shoulders relaxed
• feet flat on the floor (use a footrest if needed)

The arrangement of your equipment (keyboard, mouse, screen) makes all the difference.

A poorly positioned screen forces the user into awkward posture, causing
• musculoskeletal disorders
• eye strain
• headaches

Screen height should be at or slightly below eye level.
Slightly tilt the screen to reduce glare.

Distance matters
Place the screen at arm’s length without touching it.
Keyboard and mouse should be 10 to 15 cm from the edge of the desk and aligned to avoid twisting your body.

Small tip
Don’t leave your hand resting on the mouse in click position when not needed.

A healthy workspace may not be enough. It is also recommended to perform regular stretching exercises.

You can find a short video produced by SIST summarizing simple daily stretches for screen-based work.