A case study: ergonomic analysis of a hospital call center

Abstract

Call centers are services present in different areas and sectors of activity. These provide a direct interaction between the company and customers leading to excellent results at various levels as well as increased customer satisfaction. In this sense, a study was undertaken in order to evaluate workstations of a call center in a hospital environment, which uses the tool support and analysis, Ergonomic Workplace Analysis (EWA). The most critical items in consensus for both collaborators and analysts were adopted postures and movements, the repetitiveness of the tasks performed and the surrounding noise present in the work environment. As the EWA is a tool used for a more general analysis, it should be used in parallel with other more specific tools in order to allow to take actions in order to verify, analyze and improve the critical items. With this, the aim is therefore to solve the existing problems in the call center, looking adapting the work to Man and provide employees with the best working conditions.