背景:呼叫中心工作人员极易受到与工作相关的肌肉骨骼疾病(WRMSDs)以及精神压力的影响。尽管如此,令人惊讶的是,关于呼叫中心工作人员干预措施的研究缺乏。
目的:本文的目的是研究多组分工效学干预计划对脑力负荷的有效性,呼叫中心员工的精神疲劳和WRMSD。
方法:在德黑兰市一家私人电信公司的84名呼叫中心工作人员中进行了一项非随机干预研究,该研究采用单组前测-后测设计,伊朗。在基线,有关WRMSD患病率的数据,通过标准的北欧方法收集脑力劳动和精神疲劳,NASA-TLX和SOFI问卷,分别。然后,受试者参加了多方面的干预计划,包括全面的办公室人体工程学培训,工作布局改进,有监督的现场面对面访问,并提供包括定期锻炼计划在内的优质休息时间。6个月后进行随访评估。
结果:干预后,颈部WMSDs的患病率(10%,P=0.022),下背部(8.4%,P=0.04),和膝盖(9.5%,P=0.02)显著下降,而其他身体部位的改善仍然微不足道。结果还显示,精神需求的总体得分(P=0.000)以及包括表现在内的三个分量表(P=0.02)显着下降。努力(P=0.001),和挫折(P=0.025)。此外,干预对呼叫中心工作人员总体精神疲劳也有积极影响(P=0.016).至于它的分量表,据报道,缺乏能量有意义地减少(P=0.007),而缺乏动力没有显着变化(P=0.240)。
结论:尽管许多人体工程学干预措施的主要重点仍然是测量工作场所的物理结果,我们的研究结果表明,多成分干预确实能够提高工作的认知方面.未来的研究应该考虑调查这些结果。
BACKGROUND: Call center workers are highly susceptible to work-related musculoskeletal disorders (WRMSDs) as well as mental stress. Nonetheless, there has been a surprising paucity in the body of the research regarding interventions among call center workers.
OBJECTIVE: The purpose of this paper is to investigate the effectiveness of a multicomponent ergonomic intervention program on mental workload, mental fatigue and WRMSDs of call center employees.
METHODS: A non-randomized interventional study with a single group pretest-posttest design was conducted among 84 call center workers of a private telecommunication company in the city of Tehran, Iran. At the baseline, data regarding WRMSDs prevalence, mental workload and mental fatigue were collected by means of standard Nordic, NASA-TLX and SOFI questionnaires, respectively. Then, subjects participated in a multifaceted intervention program including comprehensive office ergonomic training, work layout improvement, supervised on-site face to face visits, and provision of quality break time encompassing regular exercise program. Follow-up assessment was carried out after 6 months.
RESULTS: After the intervention, prevalence of WMSDs in the neck (10%, P = 0.022), lower back (8.4%, P = 0.04), and knees (9.5%, P = 0.02) decreased significantly, while improvements in other body areas remained insignificant. Results also showed a significant decrease in overall score of mental demand (P = 0.000) as well as three of its subscales including performance (P = 0.02), effort (P = 0.001), and frustration (P = 0.025). Additionally, positive effect of the intervention was also observable on overall mental fatigue of call center workers (P = 0.016). As for its subscales, Lack of energy was reported to decrease meaningfully (P = 0.007) while lack of motivation did not change significantly (P = 0.240).
CONCLUSIONS: Although the primary focus of many ergonomic interventions has remained to measure physical outcomes of the work place, our findings show that multicomponent interventions are indeed capable of boosting cognitive aspects of the work as well. The future studies should consider investigating such outcomes.