Prevalence and Risk Factors for Voice Problems Among Telemarketers

Abstract

Telemarketers have a higher prevalence of voice problems than the control group. These problems affect productivity and are associated with modifiable risk factors. Evaluation of occupational voice disorders must encompass all of the determinants of health status, and treatment must focus on modifiable risk factors, not just the reduction of occupational vocal load.

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

“…The characterization of the present study's population as far as gender and age are concerned is similar to the one found in the literature. It was observed that there is a greater number of women and a mean age of 27.1 years, without significant difference of age between male and female participants (2,7,10,11,19,20) . Female call center agents reported a higher degree of talkativeness at work when compared to men (Table 1).…”

“…When degree of talkativeness and vocal loudness are compared in the two situations studied, innate and at work, it is observed a greater degree of talkativeness and vocal loudness at work (Table 2). Call center operators present the following risk factors: background noise, poor environmental acoustics, poor air quality, inadequate body posture, as well as symptoms of vocal fatigue, dysphonia, vocal effort, throat pain, throat tightness, dry throat, pain in the back of the neck and in the neck, hoarseness, voice breaks, loss of volume, burning sensation and throat clearing (19,23,25,26) . According to the literature, the increase of voice problems in call center operators ultimately affects their productivity, as well as, their interaction with their family and friends (10,19,26) .…”

“…Call center operators present the following risk factors: background noise, poor environmental acoustics, poor air quality, inadequate body posture, as well as symptoms of vocal fatigue, dysphonia, vocal effort, throat pain, throat tightness, dry throat, pain in the back of the neck and in the neck, hoarseness, voice breaks, loss of volume, burning sensation and throat clearing (19,23,25,26) . According to the literature, the increase of voice problems in call center operators ultimately affects their productivity, as well as, their interaction with their family and friends (10,19,26) . The increase of voice problems in call center agents may cause the development of lesions by means of vibratory stress on the vocal folds mucosa, such as hemorrhage, and afterwards a nodular or polypoid reaction, since the high degree of talkativeness and vocal loudness are related to vocal fold lesions.…”

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

“…Em função disso, os operadores de call center apresentam prevalência maior de problemas de voz, que estão associados a fatores de risco modificáveis 23 . Assim, se faz necessária a diminuição da demanda vocal e mudanças em determinados fatores, como o tabagismo, o uso excessivo de medicamentos, problemas respiratórios e sedentarismo, entre outros 24 .…”

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.…”