Ergonomics risk factor model in business process outsourcing industry

Abstract

Global transformation is the fast-growing Business Process Outsourcing (BPO) industry in call center sector and due to its demand, employee increases simultaneously. The objective of the study is to assess the ergonomics risk factor among call center agents in selected Business Process Outsourcing (BPO) industry in the provinces of Batangas and Laguna and to develop an intervention plan to reduce ergonomics risk factor among call center agents. The researchers used SPSS or Statistical Analysis software to present results. The researchers also used Kruskal-Wallis H test (sometimes also called the "one-way ANOVA on ranks") is a rank-based non parametric test that can be used to determine if there are statistically significant differences between two or more groups of an independent variable on a continuous or ordinal dependent variable. The study was able to provide a reality on ergonomics risk factors in providing a healthy working environment by reducing the ergonomics risk factors experienced by the call center employees.