Workstation Evaluation of Work from Home Call Center Agents Using ROSA

Remote work gained immense popularity across industries, with many opting to continue these practices even post-pandemic. However, ergonomic concerns had to be addressed, especially for home-based call center agents. The study evaluated the workstations of work-from-home call center agents using the Rapid Office Strain Assessment (ROSA) and the Technology Acceptance Model (TAM). The pre-test and post-test experimental investigation involved 61 respondents from Cordova, Cebu, who were surveyed about their workstation perceptions using TAM and assessed for risk using ROSA. The ROSA pre-test evaluation identified high ergonomic risks in their workstation (ROSA Mean Score = 5.54), work-from-home call center agents in Cordova, Cebu ranked perceived usefulness, perceived ease of use, and perceived safety were ranked as 1^st, 2^nd and 3^rd respectively both their current workstation and workstation. especially in the chair (ROSA Score = 5.3), which was also perceived as somewhat unsafe (Weighted Mean = 3.54). An ergonomic chair design was proposed for their workstation. After the intervention, results revealed a statistically significant difference in current and proposed workstations (p=3.88E-11). Nevertheless, the researchers’ proposed ergonomic intervention, which comprised an ergonomic chair design based on anthropometric measurements was proven with enough evidence to be beneficial in minimizing physical stresses and lowering the risk of musculoskeletal problems.