Ergonomic, job task, and psychosocial risk factors for work‐related musculoskeletal disorders among teleservice center representatives

Abstract

A cross‐sectional study was conducted to evaluate the association between work‐related musculoskeletal disorders (WRMDs) and work conditions, perceived exhaustion, job dissatisfaction, and job‐stress issues at two teleservice centers (TSCs). The study covered teleservice representatives who respond to toll‐free calls for assistance. The work involves a computer or manual search for information, and data entry using keyboards. One facility had upgraded the furniture at the workstations; the other facility had not. A questionnaire survey among 114 teleservice representatives and an ergonomic evaluation were conducted to determine WRMDs and their risk factors and perceived job stress. A high prevalence of symptoms of WRMDs was found at both TSCs. Suboptimal ergonomic conditions were associated with neck, shoulder, elbow, and back WRMDs, as well as with increased job dissatisfaction. Perceived increased workload variability and lack of job control were associated with the occurrence of neck and back WRMDs, respectively. WRMDs were more frequently reported by teleservice representatives at the center with older furniture and suboptimal ergonomic conditions. WRMDs may be prevented by improving ergonomic conditions at workstations and addressing work‐organization elements.