Sleep problems, work-stress and health complaints in call centers in Quezon City, Philippines

• Main Authors: Ho, Howell T., Ples, Michael B., Sia Su, Glenn L.
• Format: text
• Published: Animo Repository 2008
• Subjects: Sleep disorders > Quezon City (Philippines); Job stress > Quezon City (Philippines); Call centers > Quezon City (Philippines); Medicine and Health Sciences
• Online Access: https://animorepository.dlsu.edu.ph/faculty_research/12683
• Institution: De La Salle University

Call centers in the Philippines provide customer service to various multinational companies. They operate as the basis of work shifts in order to provide continuous service around the clock without interruption. This study investigated common work-related health complaints and assessed problems relating with the complaints of inbound call center agents in Quezon City, Philippines. Copies of self-administered questionnaire were pre-tested and distributed to 96 randomly selected call center agents. Work-related health complaints were verified from the company's clinic. Factors related to workers' health complaints were determined by correlation analysis. Common complaints of respondents included eyestrain (35%), cough (29%), worsening eyesight (26%), and back pain (26%). Respondents identified work stress as the main reason for their health complaints. Stress, irritability, insomnia, sleepiness, and interrupted sleep were significantly related with the occurrence of the work-related health complaints (P < 0.05) among the workers. Call centers provide lucrative incomes but they also create occupational health problems. That are associated with sleep problems and stress.