Ergonomic, job task, and psychosocial risk factors for work‐related musculoskeletal disorders among teleservice center representatives

Abstract

A cross-sectional study was conducted to evaluate the association between work-related musculoskeletal disorders (WRMDs) and work conditions, perceived exhaustion, job dissatisfaction, and job-stress issues at two teleservice centers (TSCs). The study covered teleservice representatives who respond to toll-free calls for assistance. The work involves a computer or manual search for information, and data entry using keyboards. One facility had upgraded the furniture at the workstations; the other facility had not. A questionnaire survey among 114 teleservice representatives and an ergonomic evaluation were conducted to determine WRMDs and their risk factors and perceived job stress. A high prevalence of symptoms of WRMDs was found at both TSCs. Suboptimal ergonomic conditions were associated with neck, shoulder, elbow, and back WRMDs, as well as with Edward J. increased job dissatisfaction. Perceived increased workload variability and lack of job control were associated with the occurrence of neck and back WRMDs, respectively. WRMDs were more frequently reported by teleservice representatives at the center with older furniture and suboptimal ergonomic conditions. WRMDs may be prevented by improving ergonomic conditions at workstations and addressing work-organization elements.

Risk Factors for Upper Extremity Musculoskeletal Symptoms among Call Center Employees

“…The results for symptoms in any UE region were practically the same as for neckshoulder symptoms, given that only 22 of the 336 UE have any information confirming that subjects really consulted a physician or took drugs for these symptoms, nor did we collect information on the type of drugs taken by the subjects, limitations which may have reduced the specificity of the outcome and contributed to inflate its prevalence. Nonetheless, the observed prevalence is comparable to those reported by other studies of CC workers 5,6,10,19) or of office operators working with VDUs 20,21) .…”

“…An increased risk of UE musculoskeletal symptoms has been linked to various aspects of workstation design in several studies of CCs and office workers, although with some differences in the characteristics found associated 5,7,19,29) . In particular, lack of forearm support has been consistently associated with an increased risk of symptoms in the elbow-wrist/hand region, apparently because of an increase in ulnar deviation of the wrist, which is a known risk factor for hand/wrist disorders 30) .…”

Are psychosocial factors, risk factors for symptoms and signs of the shoulder, elbow, or hand/wrist?: A review of the epidemiological literature

“…When all upper extremity regions are combined, this is the case in 60% of the studies (66% of the studies on hand/wrist, 50% of the studies on shoulder, and Burdorf et al [1997]; 7, Dimberg et al [1989]; 11, Hales et al [1994]; 12, Hoekstra et al [1996]; 19, Lemasters et al [1998]; 25, Hoekstra et al [1995]; 26,Toomingas et al [1997]. ,3,4,5,6,8,10,11,14,16,17,19,20,22 [1995]; 2, Bergqvist [1995]; 3, Bergqvist et al [1995]; 4, Bernard et al [1994]; 5, Bru and Mykletun [1996]; 6, Burdorf et al [1997]; 7, Dimberg et al [1989]; 8,Engstro« m et al [1995]; 10,Ferreira et al [1997]; 11, Hales et al [1994]; 12, Hoekstra et al [1996]; 14, Johansson and Rubenowitz [1994]; 15, Johansson et al [1993]; 16, Kamwendo et al [1991]; 17, Lagerstro« m et al [1995]; 18, Leclerc et al [1998]; 19, Lemasters et al [1998];20, Marcus and Gerr [1996]; 21, Pickett and Lees [1991]; 22, Pocekay et al [1995]; 24, Silverstein et al [1987]; 25, Hoekstra et al [1995]; 26, Toomingas et al [1997]; 28, Westgaard and Jansen [1992]; 30, Zetterberg et al [1997]; 31, Magnavita et al [1999]; 32, Roquelaure et al [1997].…”

“…Table VII shows that high-perceived job stress is consistently, i.e., in more than 85% of the studies, MS ¼ method score. 1, Ahlberg Hult en et al [1995]; 2, Bergqvist [1995]; 3, Bergqvist et al [1995]; 4, Bernard et al [1994]; 5, Bru and Mykletun [1996]; 6, Burdorf et al [1997]; 7, Dimberg et al [1989]; 11, Hales et al [1994]; 12, Hoekstra et al [1996]; 14, Johansson and Rubenowitz [1994]; 15, Johansson et al [1993]; 16, Kamwendo et al [1991]; 17, Lagerstro« m et al [1995]; 19, Lemasters et al [1998]; 21, Pickett and Lees [1991]; 22,Pocekay et al [1995]; 25,Hoekstra etal. [1995]; 26,Toomingas et al [1997]; 28,Westgaardand Jansen [1992]; 30, Zetterberg et al [1997].…”

“…No consistent positive associations are reported between elbow problems and poor social support and poor job satisfaction. [1995]; 3,Bergqvist et al [1995]; 4,Bernardet al [1994]; 6,Burdorfet al [1997]; 7, Dimberg et al [1989]; 10,Ferreira et al [1997]; 11, Hales et al [1994]; 12, Hoekstra et al [1996]; 17,Lagerstro« met al [1995]; 18, Leclerc et al[1998];19,Lemasterset al [1998]; 21, Pickett and Lees [1991]; 22,Pocekayet al [1995]; 24, Silverstein et al [1987]; 25,Hoekstra et al [1995]; 26,Toomingas et al [1997]; 28, Westgaard and Jansen [1992]; 30, Zetterberg et al [1997]; 31, Magnavita et al [1999]; 32, Roquelaure et al [1997]. *Hand/wrist/forearm and elbow.…”