This document provides an overview of occupational safety and health (OSH) with a focus on call centers. It discusses the historical context of OSH and identifies common workplace hazards like chemical, physical, biological, and ergonomic hazards. It then summarizes a case study of OSH conditions in 5 Philippine call centers. The case study found various health issues in call center workers like eye strain, musculoskeletal disorders, and voice problems which were linked to their work environment, tasks, and organization. Finally, the document emphasizes the importance of a participatory, preventative approach to OSH through regulatory compliance, training, and interventions to promote worker well-being.

1. Promoting
Safety and Health
in the Workplace
- CONTACT CENTER -
Occupational Safety and Health Center
Department of Labor and Employment

2. Occupational Safety and Health
• encompasses the social, mental
and physical well-being of
workers, that is the “whole
person”

3. Lesson 1.
Learn from the past and
prepare for a better
future

4. The World of Work then …
"a foul and poisonous dust [that] flies out from
these materials, enters the mouth, then the
throat and lungs, makes the workmen cough
incessantly, and by degrees brings on
asthmatic troubles."
"in whom he
found heaps of
sand that in
running the knife
through the
pulmonary
vesicles he
thought he was
cutting through
some sandy
body."

5. Bernardini Ramazzini
Father of Occupational Medicine
1713 –
Published “De Morbis Artificum”
(Diseases of Workers)

6. Paracelsus (1493-1541)
Father of Modern Toxicology
Areolus Phillipus
Theophrastus Bombastus
von Hohenheim
"All substances are poisons;
there is none which is not a
poison. The right DOSE
differentiates a poison from
a remedy."

7. Lesson 2.
Know the conditions of
work and workplace

8. Occupational and Work-Related
Diseases and Injuries
• History of exposure to hazardous
workplace factors becomes
indispensable in determining whether
an illness is because of workplace
factors or not.

9. Types of Hazards
Biologic
Biologic
hazards
hazards
Chemical
Chemical
hazards
hazards Physical
Physical
hazards
hazards
Ergonomic
Ergonomic
stresses
stresses

10. Types of Hazards
Chemical
Chemical
hazards
hazards
•Formaldehyde
•Cigarette smoke
•Carbon monoxide
•Carbon dioxide
•Cleaning Agents

11. Types of Hazards
Physical
Physical
hazards
hazards
•Poor office lighting
•Noise
•Dry air
•Air currents

12. Types of Hazards
Biologic
Biologic
hazards
hazards
•Pollens, allergens and dusts
•People, plants, mites, pests
•Condensed water in air
conditioners, clogged drains,
etc.

13. Types of Hazards
Ergonomic
Ergonomic
stresses
stresses
•Limited workspace
•Simplified work
•Repetitive task
•Shiftwork (esp.
nightwork)
•Mental and physical
workload

14. Lesson 3.
Mere exposure to
hazard does not
cause harm to safety
or health

15. Hazards in the workplace can cause
harm if there is undue exposure such
as through elevated workplace
concentration without proper control
measures.
Important to characterize exposure

16. Work-Related Musculoskeletal
Disorders (WMSDs)
 development requires
weeks, months or years of
exposure to ergonomic
risk factors
•Repetitive exertions
•Posture stresses (including static posture)
•Forceful exertions
•Contact stresses
•Job design
•Work organization
•Workstation dimension

17. Lesson 4.
Take active part in
keeping yourself safe
and healthy.

18. Diseases of Workers
• Many diseases of occupational cause
are multifactorial,with non-occupational
factors playing a role.
• Personal characteristics, other
environmental and socio-cultural factors
usually play a role as risk factors for
these diseases.

19. Total Health Promotion
• Smoking cessation
• Physical activity
• Nutrition
• Weight reduction
• HIV/AIDS
• Drug Abuse Prevention
• TB Prevention and Control

20. Lesson 5.
Prevention is better than
treatment

21. HARMFUL EXPOSURES
EARLY IN WORKING LIFE
MODIFY NORMAL COURSE OF
PHYSIOLOGICAL CHANGES
DUE TO AGEING ALONE

22. Hearing loss comes with ageing
But hearing loss
can occur much earlier
due to occupational exposure

23. Noise-Induced Hearing Loss

24. Loss of muscle strength comes
with ageing
• But muscle strength can be
diminished even in young
persons

25. Occupational Safety and Health
is Prevention
• Many occupational conditions are
IRREVERSIBLE
• Occupational conditions are
PREVENTABLE

26. ENSURING WORKER WELL-BEING
• “The choice of a starting age for attention
should be selected as “young” enough
that intervention efforts can be expected to
make a difference during the working life.”
Committee on the Health and Safety Needs of Older Workers National
Research Council and Institute of Medicine

27. Occupational Safety and Health
Conditions
Contact Centers

28. Occupational Safety and Health in Call Centers
(Secondary Data)
• Musculoskeletal disorders
– Linked to poorly designed workstations (Hoekstra et.
al. 1995).
– Associated with longer shift duration (Ferreira M and
Saldiva PH, 2002)
– Long uninterrupted hours of work with the computer
– Invariable and sedentary work (Norman K et. al.
2001)
– Low job satisfaction (Most IG, 1999)

29. Occupational Safety and Health in Call Centers
(Secondary Data)
• Voice disorders
– Intensive verbal interaction with clients one of
the contributing factors (Jones K et. al., 2002)
• Eyestrain
– Poor lighting conditions and intensive
computer use (Putnam C et. al., 2000)

30. Occupational Safety and Health in Call Centers
(Secondary Data)
• Problems due to psychosocial and work
organization stressors (Putnam C et. al.,
2000)
– Increased reporting of health disorders
– Negative work attitude (boredom, job
dissatisfaction, anger, etc.)

31. Occupational Safety and Health in Call Centers
(Secondary Data)
• Concern over potential hearing problems (Patel
J and Broughton K, 2002)
– Exposure to high intensity sound coming from the
headsets
– high sound levels in the room from the simultaneous
talking of the employees

32. Occupational Safety and Health
Conditions
Contact Centers in the Philippines

33. Methods
• Case study of 5 call centers
• Purposively selected employees from one (1)
company
– Questionnaire to collect data about personal
circumstances, occupational profile, medical and
psychosocial conditions
– Company profile
• Data will be collected regarding the organization in
terms of size, tasks, type of clients, work
organization, working hours, etc. Information on
incentive system will also be gathered.

34. Results
• 5 call centers
• Varying tasks of operators
– 1 call center with only interactive computer
task (internet online communication)
– 4 call centers both voice and computer

35. Results
A B C D E
Year
Established
1998 2002 2000 1999 1999
Task Intensive
interactive
computer work
(chatting)
Voice and
computer
Voice and
computer
Voice and
computer
Voice and
computer
Nature of
business
Customer
assistance
Telemarketing,
outbound
Telemarketing
(outbound)
and customer
care services
(inbound)
Telemarketing,
mostly
outbound
Telemarketing,
inbound
Gender Equal
proportion of
male and
female
Equal
proportion of
male and
female
70% female 80% female 75% female
Age of
operators
20 - 25 20 - 20 - 35 20 - 25 20 - 25

36. Results
Hazards
Identified
A B C D E
Working
Posture
Rapid and
repetitive
keying,
prolonged
sitting,
static
exertions of
neck, torso,
elbow
freedom of
movement
(sit, stand,
walk about)
Prolonged
sitting,
twisting of
upper body
and neck to
view
monitor
Prolonged
sitting,
twisting of
upper body
and neck to
view
monitor
Prolonged
sitting,
twisting of
upper body
and neck to
view
monitor

37. Results
PARAMETERS Frequency of Extreme Posture Observed
Eye position 39 agents with upward gaze
Upper arm position Raised upper arms and elevated shoulders
in 43 agents
Lower arm position Elbow flexed in 28 agents
Wrist/Hand position Wrist flexed in 4 agents
Wrist extended in 38 agents
Neck position Extremely flexed in 5 agents
Erect position in 50 agents
Trunk position 38 agents leaning forward
Working Posture of Call Center Agents Company E (n=55)

38. Eye symptoms With symptom/s
in the last 7 days
With symptom/s
in the last 6
months
Smarting 22 (29%) 35 (47%)
Gritty 4 (5%) 8 (11%)
Itchiness 13 (17%) 24 (32%)
Eye pain 15 (20%) 25 (33%)
Redness 16 (21%) 29 (39%)
Tearing 10 (13%) 21 (28%)
Dryness 9 (12%) 15 (20%)
Sensitivity to light 15 (20%) 31 (41%)
Frequency of eye symptoms among call center agents (n=73)

39. Frequency of musculoskeletal symptoms among call center agents (n=72)
Musculoskeletal
symptoms
With symptom/s in
the last 7 days
With symptom/s in
the last 6 months
Neck 4 (6%) 36 (50%)
Shoulder 2 (2%) 22 (30%)
Elbow - 2 (2%)
Wrist - 10 (14%)
Upper back 4 (5%) 41 (57%)
Low back 3 (4%) 33 (46%)
Hips or thigh 1 (1%) 11 (15%)
Knee - 5 (7%)
Ankle or feet - 7 (10%)

40. Frequency of hearing and voice disorders among call center agents (n=73)
Hearing and Voice disorders With symptom/s
in the last 7 days
With symptom/s in
the last 6 months
Ear pain - 12 (16%)
Ringing in the ear - 9 (12%)
Need to raise voice when
talking
1 (1%) 15 (20%)
Hoarseness 1 (1%) 35 (48%)
Tiredness or weakness of voice 3 (4%) 53 (73%)
Exerting more effort to talk 2 (2%) 37 (51%)
Cracking of voice 3 (4%) 30 (40%)
Choking sensation 2 (2%) 20 (27%)
Burning sensation in throat - 17 (23%)
Dry throat 1 (1%) 52 (71%)
Complete loss of voice 1 (1%) 4 (5%)

41. Lesson 6.
Proactive measures are better
than reactive efforts

42. Work Elements and associated Risk factors of
voice disorders
Work Environment Job Design/
Organization
Individual/
Psychosocial Factors
a. High intensity of
background noise
b. Poor room acoustic
c. Low temperature and
humidity
d. Poor workplace air
causing irritation
a. Prolonged heavy use
of voice
b. Fast paced work
brought about by
automated call routing
or dialing system
c. Repetitive reading
from long scripts
d. Lack of or inadequate
breaks
a. Habit of speaking
loudly
b. Smoking
c. Frequent intake of
caffeinated beverages
d. Infrequent hydration
e. Infections involving
the throat
f. Intake of throat
drying medications

43. Work Elements and associated Risk
factors of hearing disorders
Work Environment Job Design/
Organization
Individual/
Psychosocial
Factors
a. High intensity
background noise
b. Noise from
headsets
c. Poor room
acoustic
a. Long duration of
work
b. Infrequent breaks
c. Inadequate
number of
headsets
a. Poor hygiene
b. Lack of training
on proper
maintenance of
headsets

44. Work Elements and associated Risk factors of visual fatigue
Visual
Display
Work Environment Work
Position
Job Design/
Organization
Individual/
Psychosocial
Factors
poor image
quality, flicker,
character size
(too small or
too big)
a. poor illumination,
excessive contrast in visual
field, glare, reflections
b. high vertical position of
the display which may
lead to dryness
c. inappropriate viewing
distance between worker
and screen, keyboard,
document
d. dry air (relative humidity
<40%)
e. air movement >0.5 m/sec
upward gaze
direction
a. long duration of
work , esp. if
without breaks
b. high degree of
concentration
required
c. fast pace of
work
d. repetitive and
invariable task
a. uncorrected visual
deficiencies
b. inadequate
training on VDT
operation

45. Work Elements and associated Risk factors of work-
related musculoskeletal disorder
Physical Work
Environment
Workstation
Design
Work Posture Job Design/
Organization
Individual/
Psychosocial
Factors
Contributing to
improper
posture
a. inadequate
lighting
b. presence of
glare and
reflections on
the screen
a. chair without
proper lumbar
support
b. not height
adjustable
chair and
keyboard
c. too high or
too low
position of
monitor or
keyboard
d. inadequate
workspace
a. static posture
b. repetitive
keying or
mouse
manipulation
c. non-neutral
posture
(head or body
twisted to one
side; wrist
flexed or
extended;
elevated
shoulders)
a. long duration
of work , esp.
if without
breaks
b. high degree
of
concentration
required
c. fast pace of
work
d. invariable,
repetitive task
e. high
performance
quotas
a. uncorrected
visual
deficiencies
b. inadequate
training on
computer
operation
c. lack of job
control
d. low job
satisfaction

46. Health, Safety and
Social Issues
Risk Factors Associated with Night Work
Sleep disorders • Continued poor quality sleep
Gastrointestinal
disorders
a. Digestive function reduced at night.
b. Intake of coffee and other drinks containing caffeine
c. Increased incidence of smoking to keep awake at night
d. No access to proper meals at night because canteens are closed at
night
e. irregular meal times and snack
Errors and Accidents a. Decreased alertness corresponding to trough of circadian rhythm
b. Sleep debt
c. Cumulative fatigue
Substance abuse a. Alcohol used to overcome fatigue and sleep debt
b. Amphetamines and caffeine used to keep awake at night
Physical attack • Walking very late at night or very early in the morning because public
transport may not be available at these times
Disruption in the
pattern of social
practices
a. Exclusion from events and activities involving the family, friends or
community
b. Lack of contact with partners, children and friends
c. Inability to pursue education, sports etc.

47. Implications of the Study
• Knowledge gained to be used to improve
working conditions
– In existing and prospective new call centers
– Address the OSH problems at an early stage
• Policy/Program Implications
– needs of women, mothers, young workers
– policies concerning work shifts, esp. prolonged
night work
– adequate, on-site medical and health
promotion facilities

48. Implications of the Study
• Recognition of complex nature of safety and
health issues in call centers
– Interaction of psychosocial factors with other work
factors
– Unique work organization because of electronic
monitoring
– High performance standards
– Issues on job security
• Compensation implications
– Recognition of problems of workers in call centers
• Associated with air quality, ambient noise, noise from
headset, human-computer interaction, shift work, etc.

49. Approach in Ensuring
Well-Being of Workers
• Looking at regulatory
requirements
• Relevant laws,
standards, issuances
and guidelines
– Enforcement
– Implementation
– Inspection
– Evaluation
• Looking at developmental
strategies
• Information
• Education
• Training
• Campaigns
• Good practices
• Successful cases
• Competitions
• Demonstrations
• Interventions

50. Participatory approach
Participation and involvement from
stakeholders
• Coordinated intervention
• Learning from
– specifications/guidelines,
– scientific data
– best practice

51. Prevention of
disease/injury
Promotion of
good health and
safety
Improvement
of safety and
health
HEALTHY, SAFE,
COMFORTABLE PRODUCTIVIT
Y
“The Link”

52. Lesson 7.
Prepare yourself