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.