Affiliations: School of Health and Rehabilitation Sciences, The
University of Queensland, Brisbane, Australia
Note: [] Address for correspondence: Elizabeth Kirk, BHMS, GradDipOEd.
GradDipSc., School of Health and Rehabilitation Sciences, The University of
Queensland, St. Lucia Campus, Brisbane, Qld 4072, Australia. Tel.: +61 7 3346
4066; Fax: +61 7 3346 406; E-mail: elizabeth.kirk@uq.edu.au
Abstract: Contact centres are vehicles for a rapidly growing group of
knowledge workers, or eWorkers. Using computers and high-speed
telecommunications connections as work tools, these employees spend long hours
performing mentally demanding work while maintaining static, physically
stressful, seated positions. The complex interplay between job demands, work
environment, and individual differences combine to produce high levels of
physical discomfort among eWorkers. This paper discusses a new view that has
emerged, one that focuses on the management rather than the elimination of work
related upper limb disorders (WRULD) and computer vision syndrome (CVS) issues
that are prevalent among eWorkers. It also reviews a cultural shift among
practitioners and business that moves towards a consultative process and the
sharing of knowledge among all stakeholders. The controlled work conditions and
large single location workforce found within contact centres provide the
opportunity to understand the personal and industry cost of eWork injuries and
the ability to develop and review new multifaceted interventions. Advances in
training and workplace design aimed at decreasing discomfort and injury and
reducing the associated economic burden may then be adapted for all eWorkforce
groups.
Keywords: Health and wellness, contact centres, call centres, eWork, WRULD, CVS, training, ergonomics
