Workstation layout and work postures at call centres in Sweden in relation to national law, EU-directives and ISO-standards, and to operators’ comfort and symptoms

A survey of workstation layout and work postures among 156 computer operators was performed in 16 call centers (CCs) in Sweden, relating data to operators’ comfort, symptoms and existing ISO-standards, EU-directives and National Work Environment Law.The quality of the furniture and equipments was generally good and mainly fulfilled the demands of the law, directives and standards. The main problem was how these were used—how they were positioned and adjusted to fit the individual operator and to allow good and flexible work postures. Awkward postures were, therefore, seen in shoulder joints and wrists. Lack of easy height adjustability of many desks was noted. This was associated with more seated postures and back pain. Desk and chair quality were associated with operators’ satisfaction and work postures and thick keyboards with dissatisfaction and neck or back pain. Optimal adjustments were associated with operators’ satisfaction and good work postures and in some aspects also with fewer symptoms. The conditions were more optimal at internal CCs as opposed to freestanding external (outsourced) enterprises.Relevance to industryCCs are one of the fastest expanding business sectors. Besides, investments in more flexible desks, optimizing basic adjustments would improve conditions substantially in many cases. There is thus a potential for improvements in the conditions for CC work with possibilities for gain in comfort, health and productivity.