Development of fuzzy data envelopment risk analysis applied on auditory ergonomics for call center agents in the Philippines

Abstract

Most contact center employees experience work related injuries, leading to decreased productivity and performance. The increased risk is due to poor workstation design, such as indecent noise level and duration exposure experienced by call center agents daily, while receiving and making calls on a headset or telephone. Some illnesses caused by prolonged exposure to unfavorable acoustics are headaches, increased anxiety levels, tinnitus, and noise-induced hearing loss. Mathematical modelling has only been applied in optimizing systems considering musculoskeletal disorders and only in other industries. Thus, it is important to consider the auditory ergonomic risks faced by call center agents mathematically. This study proposes Fuzzy Data Envelopment Risk Analysis (FDERA), a DEA-based risk analysis tool that considers the presence of imprecise data. The validity of the model is demonstrated using a case example. The results of the proposed tool are relative risk efficiency scores for each agent. Guidelines for interventions to improve risk efficiencies are presented using a matrix that provides possible preventive and corrective measures to address risks.