A CrossSectional Study of Call Center Night Shift Workers in the Philippines

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(No Transcript)
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MANAGEMENT IMPLICATIONS OF OCCUPATIONAL HEALTH
COMPLAINTSAMONG WORKERS AT AN INBOUND CALL
CENTERIN QUEZON CITY, PHILIPPINES

• Howell T. Ho
• Eugene Enriquez
• Michael Ples

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Call Centers

• business establishments that provide services to
  other companies by making or
  taking phone calls

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WORK AT CALL CENTERS
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Factors
HEALTH COMPLAINTS
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Family Life
Political
Motivations
Circadian Rhythm
Employment
Job requirements
Age
Sleep
Housing
Physiologic Tolerance
Individual Variation
Nutrition
Environment
Health
Emotions
Genotype
Chronotype
Rotational schedule
Work Experience
Shift schedule
Transportation
(Reinberg Smolensky from Pati, et. al, 2001)
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Objectives

• To determine the perceived health complaints of
  workers at a call center in Quezon City,
  Philippines
• To correlate various factors to health complaints
  of call center workers

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• Factors Considered
• Gender
• Age
• Civil Status
• Head of Family
• Number of Children
• Shift Assignment
• Weeks with Company
• Interrupted Sleep Patterns
• Sleepy or Drowsy during work
• Regular Exercise
• Minutes of Exercise
• Eat Vegetables
• Take Vitamins

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METHODOLOGY

• Select Company
• Company Records
• Select Respondents
• Survey Respondents
• Data Analysis

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Call Center Company Surveyed

• an international company
• with 40,000 employees
• in 43 countries

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Respondents
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Respondents
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Respondents
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Health Conditions
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Health Complaints of Respondents

• 96

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Health Complaints of Respondents
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Health Complaints of Respondents

• 96

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Health Complaintsof Respondents
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Health Complaintsof Respondents

• Health Complaints correlated to
• Interrupted Sleep Patterns
• Shorter Length of Exercise

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Health Complaints of Respondents and Length of
Exercise
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• Eye Conditions correlated to
• Gender
• Interrupted Sleep Patterns

• Respondents attributed eye conditions to
• Stress at work

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• Respiratory Complaints correlated to
• Interrupted Sleep

• Respondents attributed respiratory complaints to
• Stress at work
• Poor sleeping habits
• Working conditions (too cold)
• Cigarette smoking

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Conclusions and Recommendations
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Conclusions and Recommendations

• Health complaints increase when working in a call
  center
• Health complaints are correlated to interrupted
  sleep patterns and decreasing length of exercise

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Conclusions and Recommendations

• Employees should consider developing good
  sleeping habits and exercise more to avoid
  getting sick

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Conclusions and Recommendations

• Hiring of personnel for call centers should
  consider health risks in assessing suitability of
  person for job

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Conclusions and Recommendations

• Health workers should be prepared to deal with
  stress complaints, sleepiness, eyestrain,
  respiratory complaints and other common diseases.

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Acknowledgments

• De La Salle University
• Trinity University of Asia
• Teletech Philippines
• C E Publishing
• MERGE Incorporated

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Thank You?