[Working conditions and health problems among call-centre operators: a study on self-reported data in the Piedmont Region (Italy)].

BACKGROUND

Currently, about 250,000 workers are employed in the call-centre sector in Italy. The nature and the organization of the work exposes workers to a variety of psychosocial and ergonomic hazards, with a potential impact on physical and psychological health.

OBJECTIVE

The aim of the study was to investigate working conditions and health status among call-centre operators, in order to estimate the prevalence of exposure to psychosocial and ergonomic risk factors, and of potentially work-related health problems.

METHODS

Workers from seven call-centres operating in the Torino area were invited to participate in the survey. During the period 2005-2006, 775 subjects working in telecommunications (70%), telemarketing (14%) and finance (16%) completed a standardized questionnaire on socio-demographics and lifestyle, working conditions, symptoms and diseases.

RESULTS

Poor microclimatic conditions, elevated noise, high levels of exposure to psychosocial factors and a high prevalence of unfavourable ergonomic working conditions were observed With regard to health conditions, the mental health index was lower than that expected for the Italian population. Overall, 60%, of the subjects reported headache, 57% musculoskeletal symptoms and 46% voice disorders, for which they consulted a physician and/or took medication.

CONCLUSION

A high proportion of call-centre operators were exposed to organizational and psychosocial risk factors, while the self-reported prevalence of potentially work-related health conditions was also high, as has been reported by other authors. Although further epidemiological studies are needed to meaningfully evaluate these associations, it also appears necessary to implement interventions on the most frequently encountered hazards in this sector.