Risk factors for musculoskeletal symptoms among call center operators of a bank in São Paulo, Brazil.
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.
Rocha
Lys Esther
LE
Department of Legal Medicine, Medical Ethics and Social and Occupational Medicine, School of Medicine, University of São Paulo, Brazil.
Glina
Débora Miriam Raab
DM
Marinho
Maria de Fatimá
Mde F
Nakasato
Denyei
D
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