Multi-professional Intervention in Centrals of Telemarketing Analysis Ergonomic and Cost-Effectiveness

Abstract

Introduction: Telemarketing service in Brazilian industry improved 400% between in 1996 to 2016, creating 450 thousand new jobs. Objectives: To assess the direct costs of absenteeism of worker in three companies of telemarketing services in the city of Sao Paulo before and after a program of health promotion and prevention of DORT. Methods: This is a prospective study conducted in central phone in the São Paulo city. It was assessed absenteeism index pre and post-intervention, as well as the direct costs of absenteeism. The intervention was performed by professionals of Physiotherapy, engineer, Nutrition and Psychology, The program of multi-professional intervention had duration of 3 months, were carried out consultations, ergonomic adjustments and therapies within camping of companies. Results: 472 and 254 certificates were presented pre and post intervention respectively (p <0.0001), 7.5 and 3.5 hours not worked by employee, pre-and post-intervention respectively (p <0,0001). The hours worked in two months before start of the study was not different for groups of employees who have submitted medical certificates or not, in the one before month which it were data collected pre-intervention. There was a reduction of direct costs with hours paid but not worked in relation to post pre-intervention (p <0.0001), when the added cost with the team and spent hours not worked on post-intervention, was also found significant reduction (p <0005). Conclusion: There was significant reduction in direct costs with absenteeism after multi-professional intervention program. The total cost to multi-professional team was less than 40% of the cost with absenteeism pre-intervention.