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 χ2 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. [Copyright &y& Elsevier]