title: Risk factors for musculoskeletal symptoms among call center operators of a bank in São Paulo, Brazil.
abstract: OBJECTIVE
  Identify risk factors for musculoskeletal symptoms among call center operators of a bank in São Paulo, Brazil.
  
  
  METHODS
  Ergonomic work analysis was carried out, involving work observation and interviews. Self-answered questionnaires performed by 108 call center operators.
  
  
  RESULTS
  Women represented 88% of the call center operators, 70% of them were in the age bracket of 18 to 23 yr. Daily working time was 6-h with one 30 min break. Workers remained seated 95% of the time, typing and answering telephone calls. Men' s work consisted of more active telemarketing and women's of customer services. Among female operators the prevalence of neck/shoulder symptoms was 43% (95% CI, 33-53) and of wrist/hand was 39% (95% CI, 29-49). Risk factors associated with wrist/hand symptoms were: inadequate height of table (Odds ratio (OR) 3.67, 95% CI, 1.12-11.96) and to answer above 140 calls/d (OR 3.36, 95% CI, 1.16-9.71). Risk factors associated with neck/shoulder symptoms were making fewer rest breaks (OR 3.17, 95% CI, 1.11-8.97) and inadequate thermal comfort (OR 3.06, 95% CI, 1.09-8.62).
  
  
  CONCLUSIONS
  Prevention of musculoskeletal disorders among call center operators requires an integrated approach including improved workstation design, thermal comfort environment, well-scheduled work-rest regime and realistic production goals.
authors.affiliation: Department of Legal Medicine, Medical Ethics and Social and Occupational Medicine, School of Medicine, University of São Paulo, Brazil.
authors.forename: Lys Esther
authors.initials: LE
authors.lastname: Rocha
authors.forename: Débora Miriam Raab
authors.initials: DM
authors.lastname: Glina
authors.forename: Maria de Fatimá
authors.initials: Mde F
authors.lastname: Marinho
authors.forename: Denyei
authors.initials: D
authors.lastname: Nakasato
mesh_terms: D000293:Adolescent; D000328:Adult; D001938:Brazil; D016288:Computer Terminals; D006804:Ergonomics; D005260:Female; D006801:Humans; D008297:Male; D009140:Musculoskeletal Diseases / Q000503:physiopathology* / Q000523:psychology; D019547:Neck Pain / Q000209:etiology; D009784:Occupational Diseases / Q000503:physiopathology* / Q000523:psychology; D012307:Risk Factors; D020069:Shoulder Pain / Q000209:etiology; D011795:Surveys and Questionnaires; D013689:Telephone