Track: Undergraduate Student Paper Competition

Abstract

Sleep habits greatly determine the productivity of call center agents. Night shift workers with poor sleep habits are mostly likely to be prone to developing depression and health issues. This study investigates factors affecting the sleep quality of night shift call center agents in Quezon City, Philippines. Data was collected from 474 respondents using the Pittsburgh Sleep Index and REBA analysis, with purposive sampling. The research shows that poor ergonomics and sleep habits negatively impact agents' physical health and sleep quality. Most agents sleep between 7-9 a.m. or 4-6 a.m., with many facing sleep difficulties, frequent wake-up disturbances, body problems, and environment. Despite these challenges, 45.8% rate their sleep quality as high. The study provides insights for further research on sleep and sleeping habits among night shift workers. Postural habits of the night shift worker greatly impact which mostly results in a high risk and needs to be addressed properly. Furthermore, the cognitive and physical ergonomics of the call center agents results in a lack of quality sleep. This study will serve as a guide for further research which contains information about sleep and sleeping habits.