VDT作業對於電話客服人員及辦公室人員肌肉骨骼不適之人因研究

An Ergonomic Research on Musculoskeletal Discomfort of Customer Representatives and Office Workers in VDT Operation

10.6848/JWL.200809_1(1).0012

吳水丕(Swei-Pi Wu)；林佩蓉(Pei-Jung Lin)

VDT作業 ； 電話客服人員 ； 辦公室人員 ； 肌肉骨骼疾病 ； 人因研究 ； VDT operation ； Telephone customer service representatives ； Office workers ； musculoskeletal illness ； Ergonomic research

工作與休閒學刊

1卷1期（2008 / 09 / 01）

101 - 113

繁體中文

電腦的普及性及方便性，帶動電話客服人員產業的蓬勃發展，企業為了更能快速的提供顧客服務，紛紛均設立電話客服中心。然而，隨之而來的是操作電腦與電話作業所產生肌肉骨骼上的不適與疼痛問題，特別是頸肩部位。有鑑於國內電話客服人員之研究甚為缺乏，本研究乃以北歐肌肉骨骼傷害問卷(NMQ)設計為基礎，以電話客服人員與辦公室人員為對象，進行肌肉骨骼傷害之調查，以瞭解電話客服人員的不適是否與辦公室人員相同。本研究共發出200份問卷，回收182份，有效問卷156份（辦公室作業人員84份，電話客服人員72份），研究結果顯示電話客服人員不適盛行率為91.7%，遠比辦公室人員不適盛行率80.3%為高，電話客服人員在眼睛、頸部、左肩、上背、下背和腰部之不適顯著高於一般辦公室作業人員，且以左肩最為顯著。本研究建議宜針對客服人員之工作站配置和工作休息時間進一步探索，以降低此一行業之職業傷害。

The popularity and convenience of computers have brought the prospering development of the industry in telephone customer services. For a speedy customer service, businesses mostly set up call centers for serving customers. Nevertheless, there are issues of musculoskeletal discomfort and pain experienced by people who operate computers and telephones for a longer period of time. Based upon the survey designed by Nordic Musculoskeletal Questionnaire (NMQ), this study investigated the musculoskeletal injuries of telephone customer service representatives and office workers as research subjects, in order to understand whether the their discomfort is the same as that experienced by office workers. A total of 200 questionnaires were distributed, and 182 copies were retrieved; among which 156 were valid questionnaires (84 from office workers and 72 from telephone customer service representatives). The research findings indicated that the prevalence rate of discomfort experienced by telephone customer service representative is 91.7%, much higher than 80.3% of that of office workers. Telephone customer service representatives experience significant higher discomfort with their eyes, neck, left shoulder, upper back, lower back, and waist than office workers do, especially on the left shoulder. This study suggested that more researches should be done to explore the layout of workstations and work-rest schedule for customer service representatives in order to reduce occupational hazard.

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