Sitting posture of call center agents in my service and support system at General Trias, Cavite

Date of Completion

2010

Document Type

Thesis

Degree Name

Bachelor of Science in Physical Therapy

Keywords

Posture, Call Centers, Sitting Position

Abstract

This study conducted in order to determin the sitting posture among call center agents aged 20-60 years old at My Service and Support System. Morover, the study also aimed to identify the action level of sitting posture of the call agents using Rapid Upper Limb Assessment (RULA). The study utilized a descriptive type of research design. A RULA assessment and checklist for sitting posture was validated and administered to a total of 39 call centre agents who were randomly selected from the centre's list of agents. Implementation was held in the office of my service and support system which includes determining the socio-demographic profile which consist of age, gender, civil status and handedness, occupational profile which consist of age, gender, civil status and handedness, occupational profile which consist of type call centre agents, calls being received, number of working hours, field of operation and type of work, workplace equipment wchich consist of level and type of table, type of chair, monitor postition and distance and keyboard height and position, sitting posture and action level of each agents whether they have a acceptable, need further investigation, needs investigation and changes are required soon and needs invetigation and changes as required immediately. Results showed that in agents socio-demographic profile that most of the participants were aged 20-25 years old, female, single and right handed. In occupational profile most of them are inbound type, in the field of after sales work on night shift, receive international calls and eight hours of labor is the dominant number of working hours. Working equipments of the call center agents that may affect their posture with regards to the tables are with leg room, when it comes to chairs, all the respondents are using a chair with 5 point base support, the result of the data shows equal numbers of participants in each category of monitor distance and in relation to the monitor position. most it comes to keyboard, most of the agents are using 2-3 inches keyboard height furthermore concerning about the keyboard position the largest part of the participants are using keyboards which is in front and titled forward. Finally, the reserchers determined that majority of the Call Center Agents in My Service and Support at General Trias, Cavite has a fairly good posture in sitting position. The action level of the call center agents according to RULA is investigate further and changed soon with a score of 5 or 6. The researchers were able to determine the sitting posture of call center agents in My Service and Support System at Ge. Trias, Cavite that the call center agents has a fairly good posture and an action level of needs to investigate further and need to be changed soon. The result are different but both are significant since both are carefully studied and assessed by the researcher. We can also conclude that RULA is more accurate compared to the checklist since RULA is a validated tool that is concern with the body segments with specifications on the correct position of each segments. The researchers also recommended a seminar that should be conducted about correct sitting posture and its relation to the furniture used while in seated posture among Call Center agents, so that they would be aware and educated of the different hazard of having bad posture.

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