Technology use and psychosocial factors in the self-reporting of musculoskeletal disorder symptoms in call center workers

Problem: Evidence exists to suggest that working with computer terminals and keyboards is associated with the development and exacerbation of a range of musculoskeletal disorders (MSDs). Research has suggested that psychosocial factors may be of more importance than computer use factors in the development of MSDs in the computing workplace. Method: A questionnaire-based study was undertaken to test this hypothesis in a sample of 67 call center workers. A Spearman's rho was performed on the data, as well as chi(2) tests on the individual variables. Results: It was found that overall, computer use factors were significantly associated with self-reporting of MSD symptoms, whereas psychosocial factors had no such association. However, certain individual psychosocial factors emerged as having a significant association with MSD symptoms. Discussion: The findings suggest that specific areas of call center work have associations with poor worker health and possible long-term MSD problems. These areas appear to be workload and particular management-worker relations, rather than computer use. Summary: This suggests that the relationship among computer use, psychosocial. factors, and MSD is a complex area that would benefit from more research. Impact on industry: This study raises issues about the importance of psychosocial and organizational factors and employee welfare in the call center working environment. (C) 2003 National Safety Council and Elsevier Science Ltd. All rights reserved.