Perceived work-related psychosocial stress and musculoskeletal disorders complaints among call centre workers in India–a cross sectional study

Abstract

BPOs (Business Process Outsourcing) are typically categorized into back office outsourcing or non-voice sector and front office outsourcing or voice based sector. While the non-voice process includes data encoding, database development, market research, handling of credit billing problems, loan processing, account management etc, the voice sector is often interchangeably referred to as the ‘Call Centre industry’ because the service entails interactive communication with the client or customers over the telephone.1 The call centre industry has emerged as one of the largest private sector employers in India, providing direct/indirect employment to more than 4.5 million people, with about 50% of employees around 25 years of age. The industry has grown by about 17% during the recent years providing more job opportunities.1 The nature of job in call centres leads to ‘Burnout Stress Syndrome’ (BOSS) characterized by chronic fatigue, insomnia and alteration of the 24-hour biological rhythm, which affects not only sleep but also proper functioning of the other body functions. Apart from the sedentary and unhealthy lifestyle which can lead to physical health problems, work pressure may also affect one’s mental, physical and psychosocial health.1 Studies with telecommunication employees using questionnaire have shown impacts on musculoskeletal issues and mental stress associated with seven psychosocial variables.2 Evidence from a study with female computer