Risk factors for musculoskeletal symptoms among call center operators of a bank in São Paulo, Brazil

Abstract

Objective: Identify risk factors for musculoskeletal symptoms among call center operators of a bank in São Paulo, Brazil.

Methods: Ergonomic work analysis was carried out, involving work observation and interviews. Self-answered questionnaires performed by 108 call center operators.

Results: Women represented 88% of the call center operators, 70% of them were in the age bracket of 18 to 23 yr. Daily working time was 6-h with one 30 min break. Workers remained seated 95% of the time, typing and answering telephone calls. Men' s work consisted of more active telemarketing and women's of customer services. Among female operators the prevalence of neck/shoulder symptoms was 43% (95% CI, 33-53) and of wrist/hand was 39% (95% CI, 29-49). Risk factors associated with wrist/hand symptoms were: inadequate height of table (Odds ratio (OR) 3.67, 95% CI, 1.12-11.96) and to answer above 140 calls/d (OR 3.36, 95% CI, 1.16-9.71). Risk factors associated with neck/shoulder symptoms were making fewer rest breaks (OR 3.17, 95% CI, 1.11-8.97) and inadequate thermal comfort (OR 3.06, 95% CI, 1.09-8.62).

Conclusions: Prevention of musculoskeletal disorders among call center operators requires an integrated approach including improved workstation design, thermal comfort environment, well-scheduled work-rest regime and realistic production goals.