Vocal Health, Working Conditions and Their Implications on the Occupational Health of Telemarketers: An Integrative Review

Dantas, Bárbara Tayná Santos Eugênio da Silva; Enéas, Eduardo Lucas Sousa; Azevedo, Samara Lima Gomes de; Silva, Millena Irley Batista da; Lima-Silva, Maria Fabiana Bonfim de

doi:10.1016/j.jvoice.2021.02.008

Cited by 3 publications

(7 citation statements)

References 12 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…This cross‐sectional analytical study was implemented at three different call center locations in Santiago, Chile. Participants were recruited through a non‐probability sampling method with the following inclusion criteria 1 : employed by the company for more than 2 months, 2 worked daytime shifts to avoid differences in vocal workload and physical fatigue with other workers, and 3 no previous diagnosis (self‐reported) of voice disorders due to non‐occupational causes. The human subject participation protocol was approved by the Institutional Review Board of the Pontificia Universidad Católica de Chile .…”

Section: Methodsmentioning

confidence: 99%

“…To obtain acoustic voice parameters, participants were seated and asked to perform two phonatory tasks 1 : a steady vowel/a:/at comfortable loudness and pitch, and 2 a connected speech (a phonetically balanced passage). Voice samples were recorded in a quiet, acoustically isolated, low‐reverberation room (30 dBA).…”

Section: Methodsmentioning

confidence: 99%

“…Many workers, such as call center agents, use their voice as a primary occupational tool of the trade both in remote work and in‐house call center environments. These workers can be referred to as occupational voice users 1–3 . Occupational voice users experience up to four times greater risk for voice pathologies than non‐occupational voice users due to a high voice use at work, 2,4 one of the most reported being vocal fatigue 5,6 .…”

Section: Introductionmentioning

confidence: 99%

“…These workers can be referred to as occupational voice users. [1][2][3] Occupational voice users experience up to four times greater risk for voice pathologies than non-occupational voice users due to a high voice use at work, 2,4 one of the most reported being vocal fatigue. 5,6 In particular, call center workers to have a 33%-68% 2,7 prevalence of workrelated voice disorders (WRVD).…”

Section: Introductionmentioning

confidence: 99%

“…[1][2][3] Occupational voice users experience up to four times greater risk for voice pathologies than non-occupational voice users due to a high voice use at work, 2,4 one of the most reported being vocal fatigue. 5,6 In particular, call center workers to have a 33%-68% 2,7 prevalence of workrelated voice disorders (WRVD). In addition, absenteeism and disability due to WRVD have been associated with high health care costs.…”

Section: Introductionmentioning

confidence: 99%

See 4 more Smart Citations

Tracking Occupational Voice State with a Visual Analog Scale: Voice Quality, Vocal Fatigue, and Effort

et al. 2022

View full text Add to dashboard Cite

Background Due to elevated vocal health risk in industries such as call centers, there is a need to have accessible and quick self‐report tools for voice symptoms. This study aimed to determine if the concurrent and construct validity of three visual analog scales (VASs) of voice quality and symptoms could be used as a screening tool in call center agents. Methods A cross‐sectional study was carried out in three call center companies. The Voice Handicap Index‐10 (VHI‐10) and a vocal hygiene and symptoms survey were administered to 66 call center workers. Further, acoustic parameters including harmonics‐to‐noise ratio (HNR), smoothed cepstral peak prominence (CPPs), L1‐L0 slope, and Alpha ratio were collected. Finally, workers completed three VASs capturing self‐perception of vocal effort (VAS‐1), voice quality (VAS‐2), and vocal fatigue (VAS‐3). Linear regression models with bootstrapping evaluated the possible relationship between the three VASs measurements, self‐perceived vocal symptoms, and acoustic parameters. Results VAS‐1 scores were associated with HNR and voice breaks, VAS‐2 with voice breaks, and VAS‐3 with Alpha ratio. Using the area under a receiver operating characteristic curve (AUC), the highest AUC for detecting an altered VHI‐10 questionnaire score was observed for the three VASs. Also, the highest AUC for detecting altered CPPs was reached for the VAS‐1. Conclusions VAS as a self‐report instrument of vocal symptoms is related to psychosocial voice impairment and alterations of acoustic voice parameters in call center workers. Such instruments could be easily implemented to identify voice complaints in these populations. Level of Evidence 2 (Diagnosis research question) Laryngoscope, 133:1676–1682, 2023

show abstract

Section: Methodsmentioning

confidence: 99%

Section: Methodsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

Tracking Occupational Voice State with a Visual Analog Scale: Voice Quality, Vocal Fatigue, and Effort

et al. 2022

View full text Add to dashboard Cite

show abstract

Condições De Trabalho E Saúde De Operadores De Telemarketing: Estudo Transversal

Fernandes,

Nascimento,

Oliveira

et al. 2023

International Symposium on Occupational Safety and Hygiene: Proceedings Book of the SHO2023

View full text Add to dashboard Cite

Background: The quality of life in telemarketing work is directly linked to an environment with adequate hygiene, comfort and safety, in addition to good social and psychological conditions, conditioning factors for the performance of their functions. Objective: To identify the working and health conditions of telemarketers. Methods: Cross-sectional study carried out in Call Center companies located in the Brazilian Northeast. Data collection took place between September and November 2018. Results: Most workers (51.4%) stated that they did not have a suitable place for breaks, meals or rest. Reports of exposure to intense heat (n= 44) and loud noise (n= 32) were observed. One of the main complaints presented was staying in a sitting position for a long time (n=31) and frequent headaches (n=22). Anxiety and depression symptoms were reported, as well as the use of psychotropic drugs for their treatment. Conclusion:In the investigated environment there was exposure to physical, ergonomic and psychological risks. Health conditions pointed to the need for actions to prevent work-related injuries. Application: The study contributes to discussions on occupational health, considering the importance of strategic interventions that promote improvements in the health of telemarketing professionals.

show abstract

Behind the Headset: Predictive Accuracy of Patient-Reported Outcome Measures for Voice Symptoms in Call Centers

Castillo-Allendes,

Cantor-Cutiva,

Fuentes-López

et al. 2024

Rev. Investig. Innov. Cienc. Salud

View full text Add to dashboard Cite

Objective. This study examines factors predicting self-reported voice symptoms in call center workers. Methods. Multivariate analysis and predictive modeling assess personal, work-related, acoustic, and behavioral factors. Generalized Linear Models (GLMs) and Receiver Operating Characteristic (ROC) curves are employed. Results. Age and sleep patterns impacted voice quality and effort, while workplace factors influenced symptom perception. Unhealthy vocal behaviors related to tense voice and increased effort, while hydration was protective. Voice acoustics showed diagnostic potential, supported by ROC data. These findings emphasize voice symptom complexity in call center professionals, necessitating comprehensive assessment. Limitations. This study recognizes its limitations, including a moderate-sized convenience sample and reliance on PROM metrics. Future research should incorporate more objective measures in addition to self-reports and acoustic analysis. Value. This research provides novel insights into the interplay of personal, occupational, and voice-related factors in developing voice symptoms among call center workers. Predictive modeling enhances risk assessment and understanding of individual susceptibility to voice disorders. Conclusion. Results show associations between various factors and self-reported voice symptoms. Protective factors include sleeping more than six hours and consistent hydration, whereas risk factors include working conditions, such as location and behaviors like smoking. Diagnostic models indicate good accuracy for some voice symptom PROMs, emphasizing the need for comprehensive models considering work factors, vocal behaviors, and acoustic parameters to understand voice issues complexity.

show abstract

Vocal Health, Working Conditions and Their Implications on the Occupational Health of Telemarketers: An Integrative Review

Cited by 3 publications

References 12 publications

Tracking Occupational Voice State with a Visual Analog Scale: Voice Quality, Vocal Fatigue, and Effort

Tracking Occupational Voice State with a Visual Analog Scale: Voice Quality, Vocal Fatigue, and Effort

Condições De Trabalho E Saúde De Operadores De Telemarketing: Estudo Transversal

Behind the Headset: Predictive Accuracy of Patient-Reported Outcome Measures for Voice Symptoms in Call Centers

Contact Info

Product

Resources

About