Predictors of Occupational Health Outcomes of Call Center Workers from Selected Companies in Cebu and Manila

Abstract

The business process outsourcing (BPO) industry in the Philippines is expanding rapidly, producing a high employment rate. However, it also causes concerns about the occurrence of workrelated health problems among workers. This study was conducted to measure the prevalence of occupational health outcomes of call center workers from five companies in the Philippines and to determine the likelihood of their occurrence based on personal and work-related variables. We conducted an online survey answered by 227 call center workers. Descriptive statistics were expressed in percentages, arithmetic means, and standard deviations. Differences in symptoms in terms of sex and age-group were determined by chi-squared tests. Confounding effects of personal and occupational variables were computed through logistic and multiple regression analyses. The most prevalent forms of occupational health problems were back pain (96%), headache (96.5%), neck pain (93%), and insomnia (93%). We also found that among the personal and occupational variables, smoking and drinking predicted the occurrence of the symptoms for neck pain, headache, insomnia, and other health complaints. Our findings are crucial in strengthening policies and regulations, promoting a healthier working environment, and preventing fast-paced turn-over of workers in the BPO industry in the Philippines.