Abstract:OBJETIVOS: Analisar as condições de produção vocal em teleoperadores e correlacioná-las ao fato deles estarem ou não satisfeitos com a sua voz. MÉTODOS: Participaram 100 teleoperadores, atuantes em empresas de diferentes segmentos, os quais responderam a um questionário que levantou dados pessoais, saúde geral, hábitos e sintomas vocais. Os dados foram analisados estatisticamente, correlacionando os grupos que disseram estar ou não satisfeitos com a voz (Mann-Whitney - p < 5%). RESULTADOS: Dentre os entrevi… Show more
“…Teleservices are an expanding segment and has become one of the biggest employers in Brazil (5) , consolidating itself as a professional career (8)(9)(10)(11)(12) . Recently, it became one of the most studied job categories in scientific researches (18) .…”
Section: Discussionmentioning
confidence: 99%
“…Telemarketing services or teleservices are segmented in outbound and inbound calls. While in the first type of service the operator has go after the client, in the second is just the opposite, the operator gets telephone calls (1,3,7,8) . Initially, telemarketing was characterized as being a temporary occupation, with short duration and great turnover and done essentially by young women (7) .…”
Section: Introductionmentioning
confidence: 99%
“…Initially, telemarketing was characterized as being a temporary occupation, with short duration and great turnover and done essentially by young women (7) . However, it became an established profession and nowadays, it is a growing activity that has been progressively recognized by the corporate world, since it is considered that a successfully costumer service between companies and clients depend great part on an efficient communication (8)(9)(10)(11)(12) . Verbal communication is made by means of appropriate language and good vocal performance.…”
Section: Introductionmentioning
confidence: 99%
“…The recommended voice for this type of professional activity is with a comfortable volume, adequate projection, balanced intonation and speech rate, clear articulation, and preferably a vocal quality without any specific markers or hoarseness. Nevertheless, several factors can affect voice production, for instance, lack of necessary vocal health care, required productivity with intense voice use, as well as environmental aspects, such as dust, background noise, air conditioning, lack of hydration and so on (3,8,13) . In 2005, approximately 5% of the US population worked in call centers, compared to 2% in the United Kingdom and 1.5% in Sweden, with a tendency of progression.…”
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.
“…Teleservices are an expanding segment and has become one of the biggest employers in Brazil (5) , consolidating itself as a professional career (8)(9)(10)(11)(12) . Recently, it became one of the most studied job categories in scientific researches (18) .…”
Section: Discussionmentioning
confidence: 99%
“…Telemarketing services or teleservices are segmented in outbound and inbound calls. While in the first type of service the operator has go after the client, in the second is just the opposite, the operator gets telephone calls (1,3,7,8) . Initially, telemarketing was characterized as being a temporary occupation, with short duration and great turnover and done essentially by young women (7) .…”
Section: Introductionmentioning
confidence: 99%
“…Initially, telemarketing was characterized as being a temporary occupation, with short duration and great turnover and done essentially by young women (7) . However, it became an established profession and nowadays, it is a growing activity that has been progressively recognized by the corporate world, since it is considered that a successfully costumer service between companies and clients depend great part on an efficient communication (8)(9)(10)(11)(12) . Verbal communication is made by means of appropriate language and good vocal performance.…”
Section: Introductionmentioning
confidence: 99%
“…The recommended voice for this type of professional activity is with a comfortable volume, adequate projection, balanced intonation and speech rate, clear articulation, and preferably a vocal quality without any specific markers or hoarseness. Nevertheless, several factors can affect voice production, for instance, lack of necessary vocal health care, required productivity with intense voice use, as well as environmental aspects, such as dust, background noise, air conditioning, lack of hydration and so on (3,8,13) . In 2005, approximately 5% of the US population worked in call centers, compared to 2% in the United Kingdom and 1.5% in Sweden, with a tendency of progression.…”
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.
“…These results can be justified by the fact that, with aging, changes in laryngeal structures and consequent vocal changes happen, which influence the process of construction of personal identity and may be a factor of conflict, interfering in quality of life 1,25,26 , since the voice has specific characteristics in adolescence, adulthood and senescence. However, there are studies in the elderly in whom there was no difference about the age in the scores of V-RQOL protocol 16,24,27 .…”
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