Contact Center Staff Obesity Is An Unhealthy Weight On People & Productivity

When you think about dangerous jobs – occupations like fishing worker / miner underground / steel worker / logger / long haul trucker might come to mind.

But “Sitting Is The New Smoking” – and the sedentary work environment of Customer Service Representatives (CSRs) – who sit for long periods of time – hunched over a computer monitor strapped into a headset – put them at high risk for obesity / diabetes / heart disease / other chronic illnesses – along with lowered productivity & higher costs for employers.

And the longer a CSR has been on the job – the more likely it is that their health is at risk.

A Recent World Health Organization (WHO) Study Of 1,000 CSRs Makes The Correlation Between Sedentary Call Center Work & Obesity

• 68% of the CSRs in the WHO study gained an average of 16 lbs during their first 8 months on the job – increasing their Body Mass Index (BMI) to over 25.6 – indicating that they had become overweight trending toward obese.
• 73% reported only stretching their legs on bathroom trips – for lunch & breaks – when getting a drink.
• More than 50% of the CSRs reported health issues since starting the job – mostly constant Lower Back / Neck / Shoulder ache / pain & Repetitive Strain Injuries (discomfort in the elbows / hands / wrist) – among the leading causes for CSR sick leave & Short Term Disability claims.

Another Recent Study – From The American Psychological Association – Backs Up The WHO Findings – Reporting That 48% Of Work@Home CSRs Average Weight Gains Of 2 Pounds Per Month

When a Work@Home CSR takes a quick break from their computer screen – it often means grabbing a smoke – inhaling a granola bar – pouring another coffee – or chugging down a Red Bull or soda.

Lack of physical activity – smoking – increased caffeine intake – increased snacking frequency – increased alcohol intake – recreational / prescription drug abuse – decreased water intake – emotional eating – and decreased sleep quality were all cited as contributing factors for Work@Home CSR weight gain.

Maine Based Retailer L.L. Bean Reported The Results Of Employee Health Risk Assessments (HRAs) & Biometric Tests Taken From CSRs In Their Contact Centers:

• 71% of CSRs had elevated blood pressure.
• 67% were obese (BMI over 30).
• 11% were diabetic.
• 60% reported feeling high levels of emotional stress.

CSRs Are Generally The Most Stressed / Depressed / Least Physically Active Of All Company Employees

The Substance Abuse and Mental Health Services Administration (SAMHSA) reports that working as a CSR ranks high on the list of jobs where there is chronic stress – high rates of depression – and employees who self medicate using alcohol / drugs.

• CSRs smoke nearly 3x as many cigarettes as the US workforce average & consume almost 2x more caffeinated beverages.
• 12% of CSRs regularly take sleeping pills.
• 20% take medication for anxiety / depression.
• 12% of CSRs exhibit high alcohol abuse rates – topped only by mining / construction workers.
• 24% of CSRs use psychoactive substances regularly. Cannabis use is most common – followed by prescription stimulant medications & opiates.

A Recent RAND Corporation Study Reports That Work@Home Employees Are 30% To 50% More Likely To Develop Substance Abuse & On The Job Sobriety Issues Than Their Bricks & Mortar Coworkers

• Work@Home employees smoke 12% more cigarettes than Bricks & Mortar coworkers as a stress & anxiety coping mechanism.
• Consumption of alcohol sharply increases for Work@Home employees – with women increasing their heavy drinking episodes (four or more drinks within a couple of hours) by 41%.
• 36% of males & 26% of females admit to drinking “on the clock” during Work@Home hours.
• Work@Home employees have increased their marijuana consumption. Millenials by 40% – GenZ by 29% – GenX by 31% – and Baby Boomers by 17%.

Why Should Contact Center Employers Care About Obesity Among Their CSRs?

If you view obesity as an issue separate from your Contact Center operations – you do so at your peril.

According to a July 2021 study in the Journal of Occupational and Environmental Medicine – obesity leads to 3 days more absenteeism per year per CSR along with the associated productivity loss.

Each additional body mass index (BMI) point above normal weight also costs employers $200 to $250 per CSR per year more in additional health care benefits.

How Can Contact Center Employers Help Their CSRs Combat Obesity & Promote Good Health?

Regular exercise prevents and even reverses Type II diabetes – drastically reduces the chances of heart attack & stroke – lowers the odds of developing cancer & dementia – boosts the immune system – and shortens the duration of the common cold / influenza / Covid19 as well as reducing their severity.

Regular exercise also prevents or ameliorates stress & depression – helps you sleep better – alleviates chronic pain – and makes you less susceptible to all sorts of injuries.

• Some Contact Centers offer local gym memberships as an employee benefit.
• Others have replaced break room Foosball tables / video game consoles with treadmill / elliptical / bowflex equipment.
• Some Contact Centers have retrofitted CSR cubicles with height adjustable Sit/Stand desks.
• Others have installed treadmill ‘Active Desks’ as a percentage of their overall workstations – making them available for CSRs to share.
• A growing number of Contact Centers are introducing ‘Healthy Vending Machines’ to the workplace – replacing unhealthy low in nutritional value snacks high in sugar & sodium with refrigerated equipment stocked with fresh fruit / juices / smoothies / healthy meal options.

Contact Centers providing access to height adjustable Sit/Stand desks report CSRs increasing their productivity by nearly 11% while standing – reducing cholesterol & blood glucose levels – losing an average of 2 pounds per month – and delivering a $3 to $7 Return On Investment (ROI) for every $1 spent On Sit/Stand Desks.

Contact Centers providing their CSRs with access to treadmill ‘Active Desks’ report their health care benefits costs fell by $3.27 for every dollar spent – and that absenteeism costs were lowered by $2.73 for every dollar spent.

Contact Center employers are also encouraging & supporting their Work@Home CSRs to get moving – hosting online sessions focusing on stress management / wellness / self care – with topics such as:

• How to Structure Your Day
• Listen to Healing Music
• Meditation & Mindfulness
• Staying Emotionally Connected
• Nutrition – Eat Healthy Meals
• Develop Sleep Hygiene
• Quit Smoking
• Exercise & Movement – Yoga / Tai Chi / Walking

Contact Center Employers Should Actively Encourage CSR Health

On site or virtual – the CSR work environment doesn’t make it easy to keep the pounds off.

Healthier more fit CSRs are typically happier & less stressed.

They don’t self medicate as much with cigarettes / caffeine / alcohol / drugs in order to cope with the job.

They take fewer sick days – file fewer Short Term Disability claims – have more energy – are more engaged with the work – and are generally more productive.

Agree?

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