電話客服人員聽力損失之人因調查與分析

科技進步帶動產業迅速的發展，各類現代產業，為提昇顧客滿意度和企業形象，紛紛在海內外設立24小時的電話客服中心以期能快速為顧客提供服務。逐年增加的電話客服人員除了可能有一般辦公室作業的肌肉骨骼傷害之外，長時間的接聽電話為聽力所帶來的傷害亦不容忽視。因此，本研究將以人因的觀點來調查電話客服人員的聽力損失狀況和風險因子，以提供相關單位作為參考。利用個人基本、工作相關、個人習慣及非工作相關變項等四大構面為主，建立電話客服人員聽力不適症狀之問卷，以調查其聽力不適之分佈情形。共發放出286份問卷，回收問卷282份、有效問卷為280份，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。

關鍵字

聽力損失；電話客服人員；人因介入

並列摘要

Technology advancement has brought faster development for modern industry. They have installed many 24-hour telephone customer services domestically and internationally to provide timely assistance to their customers in order to increase their satisfaction and promote the image of business. However, the increasing workforce of telephone customer service needs to face the musculoskeletal injuries common to office workers as well as the problem of hearing loss resulting from receiving phone calls over an extended period of time. This study aims to investigate, from the perspectives of ergonomics, the condition of hearing loss among the telephone customer service workers and the associated risk factors, in order to provide useful information to relevant government and authorities for questionnaire with personal basis variables, work related variables, personal habit variables and non-work related variables according to the characteristics of telephone customer service workers. In this study, 286 questionnaires were distributed and 282 returned, with 280 rendered valid. The results show that 61.8% of telephone customer service workers sustained head and ear discomfort in association with jobs, among which for 58.9% the discomfort was with ear discomfort. The major risk factors with the telephone customer service workers include: the type of headphone, sound volume applied, and background noise in the office. The researcher believes the founding in this thesis will not only mitigate the injuries mentioned previously but also provide references for telephone customer service workers for the institutions concerned, which will substantially contribute to the alleviation of such injuries.

並列關鍵字

Hearing loss ； telephone customer service worker ； ergonomic intervention

參考文獻

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