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Related Experiment Videos

Do ergonomics improvements increase computer workers' productivity?: an intervention study in a call centre.

Michael J Smith1, Antoinette Derjani Bayehi

  • 1Department of Industrial Engineering, University of Wisconsin-Madison, 1513 University Avenue, Madison, WI 53706, USA.

Ergonomics
|January 30, 2003
PubMed
Summary

Improving physical ergonomics in call centers can boost worker productivity. While 50% saw gains, the best results came from basic training and customized workstation adjustments.

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Area of Science:

  • Occupational Health
  • Human Factors Engineering
  • Workplace Productivity

Background:

  • Call center work is computer-intensive, increasing the risk of musculoskeletal issues.
  • Ergonomics is crucial for optimizing the physical working conditions of computer users.
  • Previous studies suggest a link between ergonomics and worker performance, but specific impacts in call centers require further investigation.

Purpose of the Study:

  • To investigate the effect of physical ergonomics improvements on worker productivity in a call center environment.
  • To compare the productivity outcomes of different levels of ergonomic interventions.
  • To assess the impact of ergonomics on computer-intensive tasks.

Main Methods:

  • A field study was conducted with 72 participants receiving varying levels of ergonomic interventions (training, accessories, improved chairs) and 370 control subjects.

Related Experiment Videos

  • Productivity data was collected for 12 months pre- and post-intervention.
  • Interventions included ergonomics training, workstation analysis, customized adjustments, workstation accessories, and improved chairs.

    • Main Results:

    • The overall ergonomics improvement group showed a 4.87% increase in output, while the control group decreased by 3.46%.
    • Group C (training and customized adjustments) demonstrated the highest productivity increase at 9.43%.
    • Worker performance varied, with 50% of participants experiencing increased productivity and 50% experiencing a decrease.

    Conclusions:

    • Physical ergonomics improvements can lead to increased worker productivity in computer-intensive call center roles.
    • The level of intervention matters, with foundational training and customization showing the most significant gains.
    • While average productivity improved, individual results varied, indicating a need for personalized ergonomic solutions.