Vocal Symptoms, Voice Activity, and Participation Profile and Professional Performance of Call Center Operators

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).…”

“…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) .…”

“…Usually people that talk little and softly, are introvert and choose careers that do not require much social interaction, whilst those that talk much and loud are extrovert and socialize innately, such as call center agents (16) . High talkativeness and vocal loudness degree correlate, according to the literature, with benign vocal fold lesions like nodules, polyps, ecstasias and hemorrhage, which affect essentially professional voice users (10,16) . Some basic care can be implemented in order to decrease the risks of a voice loss, such as regular five-minute or longer breaks per hour in workplaces where there is a demand for moderate vocal loudness or repetitive activity; easy access to water, simple scripts and reduction of background noise to avoid the need of increasing vocal loudness (10,15) .…”

“…High talkativeness and vocal loudness degree correlate, according to the literature, with benign vocal fold lesions like nodules, polyps, ecstasias and hemorrhage, which affect essentially professional voice users (10,16) . Some basic care can be implemented in order to decrease the risks of a voice loss, such as regular five-minute or longer breaks per hour in workplaces where there is a demand for moderate vocal loudness or repetitive activity; easy access to water, simple scripts and reduction of background noise to avoid the need of increasing vocal loudness (10,15) . The amount of talking required for this work may be substantial; however it varies according to the nature of the service offered; on the other hand, there is no need to speak loud given that communication is performed via telephone with the use of headsets.…”

“…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.…”