EMPLOYERS in Wales' 20,000-worker call centre industry have been warned to prepare for an official crackdown on unhealthy working conditions.

Speaking at the Welsh Call Centre Conference 2001, Kelvin Williams, of safety, health and environmental risk management specialists, the National Britannia Group, advised delegates to act now to improve working environments or risk action from local authorities later on.

His remarks coincide with the publication of new research by the Health and Safety Executive, which highlights a wide range of working practices deemed unhealthy for staff in call-handling operations.

Mr Williams, whose company works with a large number of call centres across the UK, said there was growing awareness of the hazards of working in these environments, particularly problems with poor air quality in 24-hour centres and infrequent breaks away from display screens.

He maintained that better employers are already addressing the risks, but those who don't are expected to face a tougher attitude from the authorities in future.

Mr Williams, who is operations director of National Britannia's occupational health division, told delegates at the annual conference in Cardiff: "Call and contact centre work is more intensive than general office work, so it is important for management to recognise this and be prepared to implement a range of stringent sector-specific measures to manage the risks to staff."

Mr Williams explained that shift work and the 24-hour nature of the contact centres distinguish the industry from other office-based operations, and this has brought it under particular scrutiny from the Health and Safety Executive.

"It is still a fact that most call centre staff don't take enough breaks away from their screens, and many others "hot desk" at workstations that are not adjusted to meet their physical needs," he said.

"Managers of call centres must ensure that facilities and the working environment provided for night staff are of an equal standard to those who work day-time shifts.

"The EU Working Time Directive dictates that call centre staff should be offered a health assessment to make sure they are fit enough to work night shifts.

"Management should also ensure that the office air-conditioning system is adequate to supply fresh clean air for 24-hours operation, instead of the eight hours a day most conventional office systems are designed for.

"In a purpose-built call centre air quality should not be a problem, but for those operating a 24-hour service from converted office space, carbon dioxide levels can get far too high unless the air-conditioning systems are upgraded accordingly.

"Conventional office air-conditioning systems are designed with a specific office population and a relatively short working day in mind, typically providing excellent air quality for the start of the day, allowing CO2 levels to peak by mid-afternoon and then to recover overnight.

"But in buildings that have not been upgraded, managers running a 24-hour operation risk the general well-being of their staff by forcing them to work in stagnant air with high levels of Co2 and other contaminants."

Mr Williams also highlighted the provision of adequate canteen and recreation facilities for night staff as key requirements for the industry.

Terry Bennett, chairman of the South East Wales Contact Centre Employers Forum, who organised the Cardiff conference, said: "The sector in Wales prides itself on working proactively to share best practice.

"I believe employers here will respond to any new research on working environments and continue to lead the way within the UK sector in driving up health and safety standards."