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has embarked on a research project that will look into the occupational
safety and health conditions in call centers in the Philippines. This project
addresses a relatively recent phenomenon in the work environment that
Another health issue that affect call center operators is the risk of having
voice problems. Telemarketers are twice more likely to have voice
problems compared to the general population as shown by the study of
Jones. Symptoms noted were dry itchy throat, hoarseness, frequent clearing
of throat. One of the factors identified to contribute to the problem is the
high demand on the vocal system because of the interactive nature of the
task of call center operators.
The Occupational Safety and Health Center, through its technical divisions,
has embarked on a research project that will look into the occupational
safety and health conditions in call centers in the Philippines. This project
addresses a relatively recent phenomenon in the work environment that
Five call centers were visited. The operators of these call centers perform a
wide array of tasks.
The employees in one call center are engaged in internet real-time or online
communication or chatting for the duration of the work shift. The task
involves intensive interactive computer work. There is no verbal
interaction with the customers.
The next few slides will show the results of the preliminary survey.
The companies visited have operated between less than a year to 5 years.
All of the companies cater primarily to clients in the US.
As mentioned earlier, the tasks performed by the operators differed in
terms of extensiveness of computer use and vocal load. The tasks of the
operators in 4 companies involve talking on the telephone and computer
use. On the other, the task of operators in one company only involve
computer use.
The nature of the business also varied. All except for 1 are engaged in
Static posture from prolonged sitting, postural fixation when viewing the
computer monitor and repetitive movements are common occurrences in
computer-based tasks. And these we saw in 4 out 5 companies visited. In
the long run, these working posture may lead to muscle and joint pains.
Postures of 55 agents were directly observed and evaluated using the Rapid Upper Limb
Assessment checklist. Noted predominant postures are as follows (Table 9).
The agents had upward gaze. When working with monitor height settings above eye
level (seen in 39 out of 55 workstations),
Twisting of the head and the trunk to either side in all agents was brought about by
monitors placed either to the left or to the right of the agents.
The upper arms and shoulders were elevated in 43 agents because of the relatively high
keyboard height. Also, 28 agents assumed extremely flexed elbows.
The agents assumed awkward and sustained reaching position when using the mouse.
Among the musculoskeletal disorders reported by the subjects, the highest frequencies
were seen for the upper back, neck and lower back, in descending order. Around 4
agents were unable to perform their usual work during the last 7 days because of pains in
the mentioned areas.