Ergonomic Risk Assessment among Call Center Workers

Abstract

Musculoskeletal disorders (MSDs) have been common complaints among workers involved in static work or tasks requiring the repetitive motion of the upper limbs and prolonged computer work. Call center workers are the one group which may impact on chronic musculoskeletal health problems. Therefore, the aim of this study was to assess ergonomics risk for MSDs in work environment among call center workers. This was a survey study conducted among 216 call center workers in Khon Kaen province, Thailand. Call center workers who had experience jobs more than 6 months, working time at least 32 hours per week with computer at least 4 hours per days. Data were collected by the Rapid Office Strain Assessment (ROSA) which measured the sitting posture, workstation (chair height, pan depth, armrests, and back support), computer (monitor, mouse and keyboard), telephone and duration of spending time for each posture or activity. From ROSA, there were 4 levels of ergonomics risk classification (low, medium, high, very high). The results of this study showed that the call center workers were only at 2 level of risk (high and medium). The majority of the call center workers were at high risk level (score 5-7 points) for 52.3% (mean score 5.3, 95%CI: 5.2-5.4). The medium risk level (score 3-4 points) was 47.7% (mean score 3.6, 95%CI: 3.5-3.7). The top three highest frequencies of score of ergonomics risk were 5 points, followed by 4 points and 3 points which were at 37.5%, 28.2% and 19.4%, respectively. The mean score of that risk was 4.5 (95% CI: 4.4-4.6). By using the ROSA, this study showed that most of the call center workers were exposed to the high ergonomics risk for MSDs development. For prevention of MSDs, there should be ergonomics training for workers to be aware of ergonomics factors in the office. The personal working behaviors and the design of the workstations should be improved based on the ergonomics principles.