28/10/2005.

A higher proportion of Call centres employees reported musculoskeletal symptoms compared to other professional computer users, reveals a Swedish study.

Three out of four operators reported symptoms in the neck/shoulder or arm/hand region. Comfort of the work environment showed the strongest association with symptoms in the neck/shoulder or arm/hand. Other exposures associated with symptoms in the neck/shoulder or Arm/hand were: low complexity of work, long total time of customer calls per day, continuous computer work without a break, high psychological demands, low decision latitude, lack of social support from colleagues and lack of support from a supervisor.

The study confirms previously suggested associations between unfavourable work characteristics and management, as well as poor physical and psychosocial environment, and musculoskeletal symptoms in computer-interactive tasks.

• Read the study