Factors influencing occupational health complaints of workers at an inbound call center in Quezon City, Philippines

• Main Authors: Ho, Howell T., Ples, Michael B.
• Format: text
• Published: Animo Repository 2006
• Subjects: Environmental health > Quezon City(Philippines); Industrial safety > Quezon City(Philippines); Call centers > Quezon City (Philippines); Industrial hygiene > Quezon City (Philippines); Biology
• Online Access: https://animorepository.dlsu.edu.ph/faculty_research/13003
• Institution: De La Salle University

Call centers are business establishments employing shift work systems and provide customer service relations to other companies. Ninety-six randomly selected call center agents from an inbound call center in Quezon City, Philippines were surveyed. The top five perceived health complaints of call center agents include: eyestrain (35%), worsening eyesight (26%), cough (29%), sleepiness (28%), and back pain (26%). Occupational health complaints of call center agents increased from 74% prior to employment to 81% in July, 2006. Respondents identified work stress (67%) as the main reason for their health status. Factors significantly correlated to the occupational health complaints of the call center agents studied were interrupted sleeping patterns (R=.380, p<0.01), and sleepiness during work (R=0.206, p<0.05).