Charbotel Barbara, Croidieu Sophie, Vohito Michel, Guerin Anne-Céline, Renaud Liliane, Jaussaud Joelle, Bourboul Christian, Imbard Isabelle, Ardiet Dominique, Bergeret Alain
Hospices Civils de Lyon, Service des maladies professionnelles, Centre Hospitalier Lyon Sud, 69495 Pierre Bénite, France.
Int Arch Occup Environ Health. 2009 May;82(6):747-56. doi: 10.1007/s00420-008-0351-z. Epub 2008 Aug 15.
The present study sought to assess the impact of telephone call center employees' working conditions on health by identifying at-risk employment situations.
A transversal study was performed in companies followed by 47 occupational physicians taking part (working conditions have been previously described). A self-administered medical questionnaire was used to collect data on absence due to sick leave, hearing and visual problems, musculoskeletal disorders, psychotropic drug use, etc. An analog-scale self-assessment of health status and a general health questionnaire (GHQ-12) were used. Personal or familial events that might underlie health problems and affect GHQ-12 results were quantified and taken into account in a logistic regression.
A total of 2,130 call-handlers were included. Workers who had availed sick leave during the previous 12 months were 60%. The most frequent musculoskeletal complaints over the previous 12-month period concerned the cervical region (59%). During the same period, 77.3% of subjects experienced visual fatigue, 50% reported auditory fatigue signs and 47% vocal disturbance or fatigue. According to the Likert scale, 39.4% of workers had showed psychological distress. Almost 24% of the workers had used psychoactive medication during the previous 12 months. A significant association was found between psychological distress and the frequency of musculoskeletal disorders. Psychological distress and musculoskeletal disorders were significantly greater in workers with Job Strain and Iso Strain. After taking non-occupational factors into account, some occupational factors were found to increase the risk of psychological distress (Likert >12): imposed full-time schedule, being unable to simultaneously meet both quality and quantity requirements, situations of tension with clients, negative comments from superiors, and lack of recognition from superiors.
This survey of over 2,000 call center employees highlighted the high frequency of psychological distress in this population and the health impact of working conditions.
本研究旨在通过识别有风险的就业情况来评估电话呼叫中心员工的工作条件对健康的影响。
在多家公司开展了一项横断面研究，47名职业医师参与其中（工作条件此前已有描述）。使用一份自填式医学问卷收集有关病假缺勤、听力和视力问题、肌肉骨骼疾病、精神药物使用等方面的数据。采用模拟量表自我评估健康状况和一般健康问卷（GHQ - 12）。对可能是健康问题根源并影响GHQ - 12结果的个人或家庭事件进行量化，并在逻辑回归中予以考虑。
共纳入2130名话务员。在过去12个月内请过病假的工人占60%。过去12个月中最常见的肌肉骨骼不适涉及颈部（59%）。在同一时期，77.3%的受试者经历过视觉疲劳，50%报告有听觉疲劳症状，47%有声带紊乱或疲劳。根据李克特量表，39.4%的工人表现出心理困扰。近24%的工人在过去12个月内使用过精神活性药物。心理困扰与肌肉骨骼疾病的发生率之间存在显著关联。工作压力大及工作要求单一的工人中，心理困扰和肌肉骨骼疾病明显更多。在考虑了非职业因素后，发现一些职业因素会增加心理困扰的风险（李克特量表评分>12）：强制全职工作安排、无法同时满足质量和数量要求、与客户关系紧张的情况、上级的负面评价以及上级缺乏认可。
这项对2000多名呼叫中心员工的调查凸显了该群体中心理困扰的高发生率以及工作条件对健康的影响。
