A descriptive study on the occupational risk factors among call center agents with musculoskeletal discomfort at Convergys Corporation

Date of Completion

2007

Document Type

Thesis

Degree Name

Bachelor of Science in Physical Therapy

Keywords

Occupational Diseases, Call Centers, Musculoskeletal Disorders

Abstract

This is a descriptive study that aims to determine the occupational risk factors among call center agents with musculoskeletal discomfort at Convergys Corporation. A total of 25 call center agents were chosen to participate in the study. To obtain these factors, a letter of permission to conduct the study was given to Convergys Corporation. Then survey forms were handed to screen for potential respondents. Those who met the criteria were to answer the survey questionnaire about occupational risk factors namely: job demand, workstation design and worker habits. Results showed that all of the respondents suffer from musculoskeletal discomfort. The researchers came out with the results as follows: age ranging from 20 to 29 (67%) years old and mostly male (60%) call center agents (52%) with 25-36 months (40%) of employment duration who works for an average of 8 hours per day (64%) and answering 71-80 calls per day (36%). The demand for repetitive movement with an overall mean of 3.32 answered sometimes; 68% answered there is glare on their screen but do not uses an optical glass anti-glare filter when needed. The occupational risk factors among call center agents with Musculoskeletal discomfort at Convergys Corporation are: demand for repetitive movement, duration of task, productivity output under Job Demand and objects manipulated under Works.

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