一项在客服中心环境中减少久坐并增加活动量的多组分干预措施：一项可行性研究。
A multi-component intervention to sit less and move more in a contact centre setting: a feasibility study.
作者信息
Morris Abigail S, Murphy Rebecca C, Shepherd Sam O, Healy Genevieve N, Edwardson Charlotte L, Graves Lee E F
机构信息
Research Institute for Sport and Exercise Sciences, Liverpool John Moores University, Liverpool, UK.
School of Public Health, The University of Queensland, Brisbane, Australia.
出版信息
BMC Public Health. 2019 Mar 12;19(1):292. doi: 10.1186/s12889-019-6615-6.
BACKGROUND
Call agents spend ~ 90% of their working day seated, which may negatively impact health, productivity, and wellbeing. This study aimed to explore the acceptability and feasibility of a multi-component workplace intervention targeting increased activity and decreased prolonged sitting in the contact centre setting prior to a full-scale effectiveness trial.
METHODS
An 8-week non-randomised pre-post feasibility study was conducted. Using a mixed methods approach, focus groups and interviews were thematically analysed to explore the acceptability and feasibility of key study phases, and provide context to agents' process evaluation and survey responses. The multi-component intervention, conducted in a single call centre, included height-adjustable workstations, emails, education and training sessions, and support from team leaders and a workplace champion.
RESULTS
Six (of 20) team leaders were recruited, with 17 of 84 call agents (78% female, 39.3 ± 11.9 years) completing baseline assessments and 13 completing follow-up. High workload influenced recruitment. Call agents perceived assessments as acceptable, though strategies are needed to enhance fidelity. Education sessions, height-adjustable workstations and emails were perceived as the most effective components; however, height-adjustable hot-desks were not perceived as feasible in this setting.
CONCLUSIONS
This study has identified unique, pragmatic considerations for conducting a multi-level, multi-component PA and SB intervention and associated evaluation in highly sedentary call agents in the challenging contact centre setting. The intervention was largely perceived positively, with call agents and team leaders describing numerous perceived positive effects on behavioural, health and work-related outcomes. Findings will be of value to researchers attempting to intervene in contact centres and will be used by the current authors to design a subsequent trial.
背景
呼叫专员工作日约90%的时间都坐着，这可能会对健康、工作效率和幸福感产生负面影响。本研究旨在探讨在全面有效性试验之前，针对呼叫中心环境中增加身体活动和减少久坐时间的多成分工作场所干预措施的可接受性和可行性。
方法
进行了一项为期8周的非随机前后对照可行性研究。采用混合方法，对焦点小组和访谈进行主题分析，以探讨关键研究阶段的可接受性和可行性，并为专员的过程评估和调查回复提供背景信息。在单个呼叫中心实施的多成分干预措施包括可调节高度的工作站、电子邮件、教育培训课程，以及团队领导和工作场所倡导者的支持。
结果
招募了20名团队领导中的6名，84名呼叫专员中有17名（78%为女性，年龄39.3±11.9岁）完成了基线评估，13名完成了随访。高工作量影响了招募。呼叫专员认为评估是可以接受的，不过需要采取策略来提高保真度。教育培训课程、可调节高度的工作站和电子邮件被认为是最有效的组成部分；然而，在这种环境下，可调节高度的办公桌被认为不可行。
结论
本研究确定了在具有挑战性的呼叫中心环境中，对久坐不动的呼叫专员进行多层次、多成分的身体活动和久坐行为干预及相关评估的独特、务实的考虑因素。干预措施在很大程度上得到了积极评价，呼叫专员和团队领导描述了对行为、健康和工作相关结果的诸多积极影响。研究结果将对试图干预呼叫中心的研究人员有价值，并将被本文作者用于设计后续试验。
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