Experiences of a Short Vocal Training Course for Call-Centre Customer Service Advisors

Abstract

It is commonly known that occupational voice users suffer from voice symptoms to varying extents. The purpose of this study was to find out the effects of a short (2-day) vocal training course on professional speakers’ voice. The subjects were 38 female and 10 male customer advisors, who mainly use the telephone during their working hours at a call centre. The findings showed that although the subjects did not suffer from severe voice problems, they reported that the short vocal training course had an effect of some of the vocal symptoms they had experienced. More than 50% of the females and males reported a decrease in the feeling of mucus and the consequent need to clear the throat, and diminished worsening of their voice. Over 60% thought that voice training had improved their vocal habits and none reported a negative influence of the course on their voice. Females also reported a reduction of vocal fatigue. The subjects were further asked to respond to 23 statements on how they experienced the voice training in general. The statements ‘I learned things that I didn’t know about the use of voice in general’ and ‘I got useful and important knowledge concerning my work’ were highly assessed by both females and males. The results suggest that even a short vocal training course might affect positively the self-reported well-being of persons working in a vocally loading occupation. However, to find out the long-term effects of a short training course, a follow-up study would need to be carried out.

Intervenção fonoaudiológica para consultores em um serviço de teleatendimento: bem-estar vocal

“…Esse dado foi semelhante ao estudo realizado com operadores de call center, porém com um número maior de participantes 26 , onde realizaram uma avaliação do programa de treinamento de dois dias. Dentre os operadores do sexo feminino, muitos relataram diminuição da fadiga vocal, da sensação de muco, do pigarro ao longo do dia e melhora dos hábitos vocais devido ao treinamento.…”

Occupational Safety and Health Aspects of Voice and Speech Professions

“…The F 0 and SPL levels of the CSAs were much lower than those of teachers [35]. The reason for this is obvious: the background noise level (45 dBA) [48,49] was low despite the fact that the working space was an openplan office. The SPL level of speech corresponds approximately to 55 dB at 1 m, i.e.…”

The Effectiveness of a Voice Training Program for Telemarketers

“…Two of the studies specifically targeted telemarketers. 10,11 Although the results were favorable in this population, neither of the studies met the appropriate methodological criteria to confirm validity, as outlined by the authors themselves who recommended future controlled, randomized clinical trials and an investigation regarding different types of vocal training programs.…”