Evaluating the potential ergonomic hazards associated with posture and musculoskeletal problems among customer service representative

• Published in: NeuroQuantology Vol. 21; no. 6; p. 1502
• Main Authors: Saman Jahangir, Munaish Kumar PT, Muhammad Abdullah Nasir, Shafi, Sania, Farooq, Aliza, Natinya Pervaiz Aliza Farooq, Naz, Hina, Zia-ur-Rehman Farooqi, Mumtaz, Amna
• Format: Journal Article
• Language: English
• Published: Bornova Izmir NeuroQuantology 01.01.2023
• Subjects: Call centers; Customer services; Disorders; Employees; Ergonomics; Musculoskeletal diseases; Posture; Questionnaires; Risk factors; Risk levels; Working conditions
• ISSN: 1303-5150
• DOI: 10.48047/nq.2023.21.6.NQ23152

BACKGROUND: - Ergonomics encompasses the process of creating and arranging work environments, products, and systems in a way that caters to the requirements of the individuals utilizing them. When discussing ergonomic risk factors, we are referring to the elements that raise the chances of users experiencing work-related musculoskeletal disorders (WRMSDs). These risk factors include repetitive actions, extended periods of working in uncomfortable or unchanging positions. Work-related musculoskeletal disorders (WRMSDs) are injuries that affect muscles, nerves, tendons, ligaments, joints, or spinal discs. OBJECTIVE: - To assess the ergonomics risks for postural or musculoskeletal issues in working environment among call center employees METHODOLOGY: - Following ethical approval, a cross sectional study was conducted on 267 call center employees, through convenience sampling. Self-formulated questionnaires as well as other questionnaire such as, Rapid Office Strain Assessment (ROSA) was used to assess the ergonomics risk factors among call center employees that might cause postural and musculoskeletal disorders. RESULTS: - The study concluded 45.7% employees were at high risk level, 24% employees were at medium risk level and 24% were at very high risk level for development of postural and musculoskeletal disorders (MSDs). The major ergonomic risk factor reported was inappropriate Chair design (Mean Score: 5.60±2.14) which exposed employees to High ergonomics risk for postural or musculoskeletal issues development. ROSA final scoring (Mean Score: 5.69±1.98) also showed high ergonomics risk among the participants. CONCLUSION: - The result of this study showed that most of the call center employees were exposed to medium to very high ergonomics risk for postural and musculoskeletal disorders development.