電話服務作業之工作壓力與健康危害調查

A Questionnaire Survey on Stress and Health Hazards for Call Center Operators

林彥輝(Yen-Hui Lin) ； 王建力(Chien-Li Wang)

《勞工安全衛生研究季刊》 15卷1期 (2007/03) Pp. 80-90

https://doi.org/10.7005/JOSH.200703.0080

摘要

本研究探討從事電話服務作業所面臨的工作壓力與健康危害。本研究透過問卷調查評估受訪者的個人基本資料、身體不適與酸痛情形、工作壓力與壓力源。問卷調查結果發現，作業人員執行電話服務作業，所產生之肌肉骨骼酸痛(84.7%)、視覺疲勞(78.8%)與喉嚨不適(69.5%)是最普遍的健康問題；自覺工作壓力方面，超過2/3的比例(69.5%)認為工作中的壓力在中等以上，27%覺得工作中經常或一直有壓力，而應付顧客的抱怨與責備的電話是工作中最大的壓力來源；工作壓力強度、頻率、睡眠品質與工作滿意度等指標與眼睛、耳朵、喉嚨與肌肉骨骼等部位不適呈顯著相關。本研究結論為工作壓力的確會造成電話服務作業員工身體不適，員工想要公司提供適當的抒壓方式為音樂、藝術、舞蹈治療(70.3%)、身體放鬆技巧指導(54.2%)與心靈講座(34.7%)。

關鍵字

問卷 ； 電話服務中心 ； 工作壓力

並列摘要

The current study evaluated operator stress and health hazards for call center agents engaged in computer-telephone interactive tasks. A cross-sectional questionnaire survey included demographics, body part discomfort ratings, and perceived stress and potential job stressors. Musculoskeletal disorders (84.7%), visual fatigue (78.8%), and discomfort in the throat (69.5%) were found to be the most pronounced and prevalent complaints after prolonged work at a call center. Over two-thirds of the agents described the intensity of job pressure as average, high, or very high, and 27% of the agents stated that they often or always felt under pressure. Dealing with difficult customers was the main stressor. Ratings on perceived job pressure intensity, frequency, quality of sleeping, and job satisfaction were found to be significantly associated with discomfort ratings for the eye, ear, and throat and musculoskeletal disorders. The study concludes that telephone operator stress can influence the operator's physical wellbeing. Feasible solutions for relieving job stress for the call center operators include art, music, and dance therapy (70.3%), instruction on physical relaxation (54.2%), and spiritual lectures (34.7%)

並列關鍵字

Questionnaire ； Call center ； Operator stress

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