Workplace Safety, Health and Hygiene; Organizational Policies
Domain 9 tests safe, healthy and policy-compliant work in a voice office.
Ergonomics and health
Set the chair so feet are flat and thighs level; monitor roughly at eye level, an arm's length away; wrists neutral; elbows near 90 degrees. Follow 20-20-20: every 20 minutes, look 20 feet away for 20 seconds. Take micro-breaks and stretch. Drink water for voice care; avoid shouting and throat clearing. Report eye strain, wrist pain, headache or hoarseness early.
Hygiene and safety
Wash hands, keep the desk clean, avoid food at the workstation and follow cough etiquette. Know fire exits, evacuation routes, electrical safety and first-aid contacts. Do not overload sockets or run cables across walkways.
Organizational policies
Follow attendance, leave, dress code, data privacy, social media and anti-bribery rules. The POSH Act, 2013, requires a workplace free from sexual harassment and an internal committee; report incidents through the stated channel. Use grievance procedures rather than public posts. Confidential customer data must not be shared, photographed or removed.
Worked example
An agent has a headache and blurred vision after four hours. The correct response is to adjust the monitor distance and brightness, follow 20-20-20, take the scheduled break and report persistent symptoms. Reasoning: the likely cause is visual fatigue and posture, not personal weakness; early correction prevents worse strain.
Traps
Ignoring early symptoms; sharing login credentials; discussing customer data in public; not reporting harassment; blocking fire exits; using unsafe electrical repairs.