Worker performance and ventilation in a call center: Analyses of work performance data for registered nurses
We investigated the relationship between ventilation rates and individual work performance in a call center, and controlled for other factors of the indoor environment. We randomized the position of the outdoor air control dampers, and measured ventilation rate, differential (indoor minus outdoor) carbon dioxide ({Delta}CO{sub 2}) concentration, supply air velocity, temperature, humidity, occupant density, degree of under-staffing, shift length, time of day, and time required to complete two different work performance tasks (talking with clients and post-talk wrap-up to process information). {Delta}CO{sub 2} concentrations ranged from 13 to 611 ppm. We used multi-variable regression to model the association between the predictors and the responses. We found that agents performed talk tasks fastest when the ventilation rate was highest, but that the relationship between talk performance and ventilation was not strong or monotonic. We did not find a statistically significant association between wrap-up performance and ventilation rate. Agents were slower at the wrap-up task when the temperature was high (>25.4 C). Agents were slower at wrap-up during long shifts and when the call center was under-staffed.
- Research Organization:
- Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States)
- Sponsoring Organization:
- USDOE. Assistant Secretary for Energy Efficiency and Renewable Energy, Office of the Building Technologies Program; Center for the Built Environment. UC Berkeley (US)
- DOE Contract Number:
- AC03-76SF00098
- OSTI ID:
- 841316
- Report Number(s):
- LBNL-55032; LBNL-53785; R&D Project: 474508; TRN: US200513%%599
- Journal Information:
- Indoor Air, Vol. 14, Issue Suppl.8; Other Information: Submitted to Indoor Air: Volume 14, Suppl.8; Journal Publication Date: 2004; PBD: 1 May 2004
- Country of Publication:
- United States
- Language:
- English
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