Grau de quantidade de fala e intensidade vocal de teleoperadores em ambiente laboral e extralaboral

Abstract

Purpose: To investigate self-perceived talkativeness and vocal loudness in call center operators during labor and extra-labor situations and compare it with vocal self-assessment and perceptual analysis. Methods: Participants were 299 male and female call center operators working in an inbound and outbound mode. Their average age was 27.1 years. The procedures were as follows: Talkativeness and Vocal Loudness Test in two situations of communication -work and extra-work; vocal self-assessment and perceptual analysis. Results: There are more women than men working in telemarketing. Regarding gender, women talk more in the work situation when compared to men. By comparing talkativeness and vocal loudness in work and extra-work situations, increased talkativeness and vocal loudness were observed in the work environment. Conclusions: The call center operator is a voice professional that reports speaking more and more loudly in work situations. Women talk more than men in any of the situations evaluated. There was no significant correlation between talkativeness, vocal loudness and self-assessment of voice.

Relação entre as condições de trabalho e de voz autorreferidas por teleoperadores de uma central de emergência

“…Hoarse voice was the auditory vocal symptom most frequently reported by the telemarketing operators, followed by deep voice, and faint voice. Hoarse voice is among the symptoms most frequently cited in other studies with this population (1,13,15,18) . In general, hoarse voice, deep voice, and faint voice are associated mainly with the intensive use of the voice, which results in the overload of the phonatory system, affecting the vocal tract configuration and the operation of the vocal folds (12,13,15,16,23) .…”

“…Hoarse voice is among the symptoms most frequently cited in other studies with this population (1,13,15,18) . In general, hoarse voice, deep voice, and faint voice are associated mainly with the intensive use of the voice, which results in the overload of the phonatory system, affecting the vocal tract configuration and the operation of the vocal folds (12,13,15,16,23) . The sensory vocal symptoms throat clearing, dry cough, and dry throat cited by the participants were found in other studies with telemarketing operators (1,12,24) and can be justified by the fact that these professionals use their voices in inadequate environmental and organizational working conditions, e.g., constant exposure to air conditioning, which cause dryness of the laryngeal mucous membrane (12,18) .…”

“…Another relevant finding of this study was the presence of very loud noise in the workplace; this is one of the occupational risk factors commonly found in call centers. This situation favors the use of inadequate voice adjustments by telemarketers, who speak at a higher intensity than they usually would, leading to incorrect vocal use and, consequently, contributing to the onset of voice disorders (3,15,29) . Moreover, such inadequate vocal adjustments may cause overload in the phonatory system of these professionals, negatively influencing the vocal tract configuration, i.e., by using the voice at higher intensity, workers favor a decrease in the supraglottic cavities and glottal mechanisms, generating greater adduction and elevation of the fundamental frequency (16) .…”

“…In addition, they usually do not receive the necessary guidance to make better use of their voice, performing various adjustments and cultivating inadequate vocal habits (10) . Consequently, scientific research in the field of voice seeking to study this population has increased considerably (11)(12)(13)(14)(15) . The conditions of the working environment in which these professionals are inserted may favor the development of WRVD symptoms, and may even generate further tissue lesions in the larynx (10) , which may affect the professional and social life of these workers.…”

Precarização do trabalho no teleatendimento e a saúde dos trabalhadores: uma contribuição crítica ao trabalho do fonoaudiólogo

“…Outras patologias também vão surgindo, como distúrbios psíquicos, alterações gastrointestinais, entre outras 14 . Considerando-se que neste espaço laboral o grau de quantidade de fala e a intensidade vocal dos trabalhadores são maiores do que em situações extralaborais 18 , é comum observar queixas específi-cas de voz como cansaço ao falar, rouquidão, perda da voz, pigarro e tosse constante, além de falta de ar, dor ao falar e ao engolir 19 , com aumento das chances de desenvolverem sintomas vocais neste ambiente específico 20,21 , evidenciando a relação existente entre o trabalho e os problemas vocais.…”