article reference:
http://healthmad.comFacing irate customer’s everyday are the common scenarios encounter by any call center customer service representatives agents working as front liner or as part of the technical staffs. Because of the pressure of the work many health hazards beset customer’s service representatives. Among the top illnesses on the list are high blood pressure, respiratory problems, ear infection, voice problems, anemia, and carpal’s tunnels syndrome.
1. High blood pressure/ HypertensionMany customer services representatives as young as 20-26 years old old and above already have this kind of diseases after subduing themselves in heated verbal conversation with erring customers. Most have a blood pressures of 160/120, 190/100 and other alarming Bps. Contributing factors are the lifestyles of most call center agents where trace from the stress brought by work, smoking, unhealthy habits and lack of exercises.
2. Respiratory problemsMost respiratory problems encounter by call center agents are due to bronchitis, pneumonia, Asthma and allergic reactions. It may be due partly with the environment of the call center itself being subdued for longer working hours in centralized air conditioned, carpeted floors, and proximity of each agent’s to each others are the breeding grounds for any communicable diseases.
3. AnemiaStudies show that bone marrow produces more blood at night and working during graveyard shift in a call center resulting in anemic body. Thus, many call center agent are more prone to iron deficiency anemia. Many women also collapse or faint due to deprivation of oxygen in the body.
4. Ear Infection/ Acoustic ShockAccording to the Call Centre Management Association (CCMA) the basic cause of acoustic shock is a sudden, unexpected noise, often delivered at a very intense frequency. Call center operators subject to this noise from a variety of sources. Telephone equipment used in call centers produces electrical feedback, latent sonic energy spikes, together with faulty telephone lines, non compliant switchboards, turrets, and headsets. Obvious causes are the caller’s abuses such as screaming, shouting, blowing, whistles, background interferences at the caller location, or ambient noise in the operator’s location
5. Voice lossCall center agent are prone to suffer from voice loss, resulting in increase of absenteeism. According to the Royal College of Speech and language therapist, increasing numbers of call center workers have been referred to speech therapist because they are losing their voices. Long hours and little opportunity given time to rest their voices, drink water or pee are some of the contributing factors. In severe cases, vocal strain can produce inflammation of the larynx, swelling of the vocal chords, or the appearance of vocal nodules, tumors or ulcers and removal of gall bladder. Other causes includes Sore throat and severe cough.
6. UlcerLong hours of working deprive call center agent to eat on time. Even miscellaneous break are often disallowed until the shift is over. Their should be an allotted time given for short nap or stretching the body or having a back or neck massage in a few minutes before heeding to work as this would lessen the stress by giving ample time which is non-existent in most call center company where the time is very valuable and any delay is detrimental to the company reputation and customer satisfaction as the first priority over the welfare of their employees where in fact they are the main assets and should be given due care.
7. Carpal tunnels syndromeLonger time spend in front of the computer and using a mouse for a long time result in fingers numbness or carpals tunnels syndrome where median nerves is pinched within the tunnel causes pain to the the fingers, numbness of the wrist or hand which is a result of repetitive motion such as painting or typing. Also other causes of absenteeism includes, fever, cold, flu, and severe
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