電話客服人員的肌肉骨骼不適與聽力損失之研究

Ergonomics Study of Musculoskeletal Disorders and Hearing Loss in Telephone Service Workers

10.6848/JWL.201203_3(1).0007

楊健炘(Chien-Shin Yang)；吳水丕(Swei-Pi Wu)

視覺顯示終端機（VDT） ； 肌肉骨骼不適 ； 視覺疲勞 ； 聽力損失 ； 電話客服人員 ； video display terminals ； musculoskeletal disorders ； visual fatigue ； hearing loss ； telephone customer

工作與休閒學刊

3卷1期（2012 / 03 / 01）

95 - 102

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，以及聽力損失方面的問題。本計畫以電話客服人員與辦公室人員為對象，透過北歐肌肉骨骼傷害問卷（NMQ），以及彙整相關文獻整理而成的噪音與聽力問卷，進行肌肉骨骼傷害與聽力損失方面的人因調查，以瞭解電話客服人員的不適情況。在肌肉骨骼傷害調查方面，本計畫共發出200份問卷，研究結果顯示電話客服人員不適盛行率為91.7％，而辦公室人員不適盛行率為83.8％，經由統計分析結果顯示電話客服人員在頸部、左肩、上背、下背和腰部顯著高於辦公室人員，且以左肩最為顯著。在聽力損失方面共發出286份問卷，結果顯示，電話客服人員與工作相關所造成頭部與耳部不適之情形有61.8％，其中耳部不適情形占58.9％。此外，亦發現影響電話客服人員聽力之風險因子主要為耳機麥克風類型、音量大小及辦公室噪音等。而這些研究結果將可作為電話客服人員在進行作業時，如何提升作業績效與品質的指引，以及改善作業人員身心健康之參考。

Telephone call centers improve a company’s brand image and competitiveness. Interactive computer-telephone service, as performed in telephone call center, is a special group for study because VDTs are used interactively during telephone calls. This work requires repetitive movements and a prolonged static sitting posture. Communication skills, cordiality, responsibility and efficiency are expected from operators under time pressure. These work conditions may cause visual fatigue, musculoskeletal disorders and hearing loss. In this study the Nordic Musculoskeletal Questionnaire (NMQ) and ergonomics hearing losses questionnaire are used to investigate musculoskeletal discomfort and hearing loss syndromes in call center operators. The results showed that the prevalence rate of discomfort for these groups is between 83.8% to 91.7%. In particular neck, shoulder, upper back and lower back, cause more discomfort than the other limbs. In the ergonomic hearing loss investigation, 61.8% of telephone customer service workers sustained head and ear discomfort in association with jobs, among which 58.9% of the discomfort was ear discomfort. The results are good for computer-telephone operations to improve their VDT workstation and enhance their health.

1. 行政院主計處，2006，行政院主計處94年電腦應用概況報告，http://www.dgbas.gov.tw/ct.asp?xItem=16141&CtNode=4825。
2. Beastall, R. H.(1992).Acoustic Trauma in a Telephone Operator.Occup. Med.-Oxf.,42(4),215-216.
3. Carter, J. B.,Banister, E. W.(1994).Musculoskeletal problems in VDT work: a review.Ergonomics,37(10),1623-1648.
4. Charbotel, B.,Croidieu, S.,Vohito, M.,Guerin, A.C.,Renaud, L.,Jaussaud, J.,Bourboul, C.,Imbard, I.,Ardiet, D.,Bergeret, A.(2009).Working conditions in call-centers, the impact on employee health: a transversal study. Part II.Int Arch Occupation Environment Health,82(6),747-756.
5. Kurorinka, I.,Johnson, B.,Killbom, A.,Vinterberg, H.,Biering-Sorenson, F.,Anderson, J.,Jorgenson, K.(1987).Standardized Nordic Questionnaire for the analysis of musculoskeletal symptoms.Applied Ergonomics,18(3),233-237.
6. Lin, Y.H.,Chen, C.Y.,Lu, S.Y.(2009).Physical discomfort and psychosocial job stress among male and female operators at telecommunication call centers in Taiwan.Applied Ergonomics,40(4),561-568.
7. Rocha, L.E.,Glina, D.M.,Marinho, Mde. F.,Nakasato, D.(2005).Risk factors for musculoskeletal symptoms among call center operators of a bank in São Paulo, Brazil.Industrial Health,43(4),637-46.
8. Sprigg, C.A.,Stride, C.B.,Wall, T.D.,Holman, D.J.,Smith, P.R.(2007).Work characteristics, musculoskeletal disorders, and the mediating role of psychological strain: a study of call center employees.Journal Applied Psychology,92(5),1456-66.
9. Yun, M. H.,Lee, Y, G.,Eoh, H. J.,Lim, S. H.(2001).Results of a survey on the awareness and severity assessment of upper-limb work-related musculoskeletal disorders among female bank tellers in Korea.International Journal of Industrial Ergonomics,27,347-357.
10. 毛義方、陳美蓮、黃如瑋、陳秋蓉、張寅、蔡忠融、林釗正(2000)。電信業話務及櫃臺作業環境之安全與衛生評估。勞工安全衛生研究季刊，8(3)，247-259。
11. 王貴卿(1999)。國立陽明大學公共衛生研究所。
12. 江美惠(2004)。中國文化大學勞動研究所。
13. 行政院勞工委員會勞工安全衛生研究所(1997)。勞工聽力計畫保護指引。台北:
14. 陳尹柔(2004)。國立台灣大學公共衛生學院環境衛生研究所。
15. 廖孟姝(2004)。國立雲林科技大學工業工程與管理研究所。

1. 陳建和,許雅晴(2018)。電話客服人員工作壓力、休閒因應、休閒參與與生活品質之研究。觀光旅遊研究學刊，13(1)，51-72。