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Prevalence and Impact of Work-Related Musculoskeletal Disorders on Job Performance of Call Center Operators in
D O Odebiyi1, O T Akanle, S Ra Akinbo
1Department of Physiotherapy, Faculty of Clinical Sciences, College of Medicine of the University of Lagos, Idi-Araba, Surulere, Lagos, Nigeria. femiodebiyi@yahoo.com.
Background:
Work-related musculoskeletal disorders (WMSDs) have been documented among various occupational groups in Nigeria. However, there is limited data on the prevalence of WMSDs among call center operators (CCOs).
Objective:
To determine the prevalence of WMSDs among CCOs in Nigeria and to explore the extent to which these discomforts impact the daily work activities of the respondents.
Methods:
374 respondents who were randomly selected from 4 telecommunication companies in Lagos State, Nigeria, participated in this study. They were asked to complete a pre-tested questionnaire designed to capture the prevalence, impact and associated risk factors of WMSDs among CCOs.
Results:
42% and 65.2% of respondents experienced at least one WMSDs in the past 7 days, and 12 months, respectively. Women and CCOs who received calls with hand-held phones rather than headsets reported more discomforts during both 7 days and 12 months periods. Neck, shoulder, upper back, and lower back were the most affected areas during past 7 days and 12 months. Discomforts in the neck, low back, and knees prevented most of the respondents from performing their daily work.
Conclusion:
WMSDs have a serious impact on the daily job activities of the CCOs in Nigeria.
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