Health Risk Assessment Matrix for Back Pain Prediction Among Call Center Workers

Abstract

Call centers workers commonly complain about back pain which could be predicted from health surveillance program. This study aimed to estimate risks for back pain among call center workers by the application of a risk matrix. A combination of ergonomics assessor with Rapid Office Stain Assessment (ROSA) and muscular discomfort assessment with Cornell discomfort questionnaire (CMDQ) was done among 216 call center workers. The results showed that most call center workers (44.9%) had health risk on neck, shoulder and back pain at the moderate level. The highest rate was indicated on back pain (25.5%), followed by shoulder pain (22.2%). Pearson product moment correlation coefficient (r) showed that discomfort score significantly associated with back pain score (r = 0.756). Call center workers can be predicted to develop back pain from exposure to ergonomic risk factors by application of the intelligence matrix which considers both ergonomic risks and self-reported discomfort. The health risk matrix may be used for the surveillance of back pain among call center workers and other similar workers.