HomeDDC Professional Journalvol. 2 no. 1 (2011)

Incidence of Carpal Tunnel Syndrome Among Call Center Agents in Davao City

Dara Aurea E. Abanilla | Michelle E. Campos | Christine L. Natividad | Nestor A. Padillo | Ma. Theresa M. Pasaol | Mary Harres P. Solis | Zarah Jane I. Tolentino

Discipline: Social Science



Descriptive-correlational research design and special tests were used in data gathering instrument. Validated questionnaires were distributed to the five biggest call center companies in Davao City. The respondents consisted of six hundred twenty-three call center agents aged 18 – 40 years old. Frequency distribution, percentage and weighted mean were used to describe the variables in the study which are the special tests (independent variable), the call center agents demographic profile and socio-graphic (intervening variable); incidence of Carpal Tunnel Syndrome, functional capacity, frequency of symptoms and duration of symptoms (dependent variable). Most of the respondents fall between ages 25 – 30 years old and more than half of the respondents are female. The agents are normal in terms of body mass index for those who work 7 – 8 hours a day or 31 – 39 hours per week. Out of 623 respondents, 166 had positive results in carpal tunnel syndrome and the ages 31 – 35 years old were commonly susceptible to CTS. The gender of respondents in call centers is evenly split. Using the four special tests, the demographic profile and sociographic profiles, revealed that many employees are positive for CTS. In terms of functional capacity, those who tested positive had experienced alteration in their hand function. The incidence is high among female agents with prolonged working hours involving repetitive had/wrist motion. A large number of the respondents also experience musculo-skeletal problems due to muscle and joint strain that are caused by long hours of physical work but they ignored the need to seek medical attention. Thus it is highly recommended that good ergonomics and proper education be implemented among call center agents and other workers whose job entails highly repetitive hand/wrist use.