ERGONOMIC, JOB TASK, AND PSYCHOSOCIAL RISK-FACTORS FOR WORK-RELATED MUSCULOSKELETAL DISORDERS AMONG TELESERVICE CENTER REPRESENTATIVES

A cross-sectional study was conducted to evaluate the association betw een 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 represen tatives who respond to toll-free calls for assistance. The work involv es a computer or manual search for information, and data entry using k eyboards. One facility had upgraded the furniture at the workstations; the other facility had not. A questionnaire survey among 114 teleserv ice representatives and an ergonomic evaluation were conducted to dete rmine WRMDs and their risk factors and perceived job stress. A high pr evalence of symptoms of WRMDs was found at both TSCs. Suboptimal ergon omic conditions were associated with neck, shoulder elbow, and back WR MDs, as well as with increased job dissatisfaction. Perceived increase d workload variability and lack of job control were associated with th e occurrence of neck and back WRMDs, respectively. WRMDs were more fre quently reported by teleservice representatives at the center with old er furniture and suboptimal ergonomic conditions. WRMDs may be prevent ed by improving ergonomic conditions at workstations and addressing wo rk-organization elements.