Personal, ergonomic and psychosocial factors contributing to work-related musculoskeletal impairments among call center agents at Intelegenz Company

Date of Completion

2010

Document Type

Thesis

Degree Name

Bachelor of Science in Physical Therapy

Keywords

Musculoskeletal Diseases, Occupational Diseases, Call Centers

Abstract

The study utilized a descriptive type of research design in determining the personal,ergonomic and psychosocial factors contributing to work related musculoskeletal impairments among call center agents at Intelegenz Company, Dasmariñas Cavite. Subjects.This study was conducted among call center agents employed in Intelegenz Company located at Dasmariñas Cavite. A total of 30 call center were icluded in the population but only 25 call center agents agreed to participate with the study.Methods. The study used a questionnaires and checklists as data gathering tools to answer the objectives.The main outcome measures of this study included the most common musculoskeletal impairments,demographic profile,ergonomics design of the workstation and stress affecting the call center agents of Intelegenz Company. Results. The study showed that 22 out 25 respondents have musculoskeletal impairments which were primarily composed of female and their age bracket if from 22-27 years old that stayed in the company for 2 months. the most common musculoskeletal impairment is pain which is most commonly found on the lower back. in terms with the ergonomics Factors, their body posture in neck and trunk, a achair without a backrest, non-adjustable height and without an armrest is a contributing factor in work-related impairments. Stress as a psychosocial factor also contributed to the musculoskeletal impairments.Conclusion.The personal ssuch as age of the respondent contributed to the musculoskeletal impairments. as to ergonomic factors, a good workstation must be equipped with a good chair to lessen the contributing factor for musculoskeletal impairment.Stress as a psychosocial factor must be lessened in a workplace which can hinder the work performance of a call center agent. Recommendation. the Researchers recommend modification in computer chair with backrest, provision of wrist pad and rest breaks in between working hours. Proper training for actual study observation and seminar regarding ergonomics in further recommended for future studies.

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