Voice symptoms of call-centre customer service advisers experienced during a work-day and effects of a short vocal training course

Lehto, Laura; Alku, Paavo; Bäckström, Tom; Vilkman, Erkki

doi:10.1080/14015430510006659

Cited by 39 publications

(35 citation statements)

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“…This study supports the outcomes from several investigations that trained voices are less likely than untrained voices to be negatively influenced by loud, prolonged vocalization (e.g., 15,16). Consequently, professions associated with high demands on the voice, such as school and preschool teachers, should have better possibilities to endure strenuous voice conditions if vocal training is provided as part of their professional education.…”

Section: Discussionsupporting

confidence: 72%

Collision and Phonation Threshold Pressures Before and After Loud, Prolonged Vocalization in Trained and Untrained Voices

2013

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The phonation threshold pressure (PTP) is defined as the lowest subglottal pressure needed for obtaining and sustaining vocal fold oscillation. It has been found to increase during vocal fatigue. In the present study, PTP is measured together with the threshold pressure needed for vocal fold collision, henceforth the collision threshold pressure (CTP). PTP and CTP are compared before and after loud, prolonged vocalization in singer and non-singer voices. Ten subjects repeated the vowel sequence /a,e,i,o,u/ at an SPL of at least 80 dB at 0.3 m for 20 min. Audio and electroglottography signals were recorded before and after this exercise. At the same time, oral pressure was registered while the subjects produced a diminuendo repeating the syllable /pa:/, thus acquiring an approximate of the subglottal pressure. CTP and PTP increased significantly after the vocal loading in the non-singer subjects. On the other hand, singers reported no substantial effect of the exercise, and most singers had a mean after-to-before ratio close to 1 for both CTP and PTP.

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Section: Discussionsupporting

confidence: 72%

Collision and Phonation Threshold Pressures Before and After Loud, Prolonged Vocalization in Trained and Untrained Voices

2013

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“…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) .…”

Section: Discussionmentioning

confidence: 99%

“…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.…”

Section: Discussionmentioning

confidence: 99%

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

Padilha

Moreti

Raize

et al. 2012

Rev. soc. bras. fonoaudiol.

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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.

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“…Lehto i wsp. za pomocą skali Visual Analogue Scale (VAS -wizualna skala analogowa) wykazali, że nawet krótki trening głosowy skutecznie wpłynął nie tylko na poprawę jakości i funkcji głosu, zmniejszenie wysiłku głosowego, ale także na subiektywnie odczuwane przez pacjentów zmniejszenie symptomów (25,26).…”

Section: Omówienieunclassified

Comparison of Vocal Tract Discomfort Scale Results With Objective and Instrumental Phoniatric Parameters Among Teacher Rehabilitees From Voice Disorders

Woźnicka¹,

Niebudek-Bogusz²,

Wiktorowicz³

et al. 2013

Med Pr

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StreszczenieWprowadzenie: W postępowaniu diagnostyczno-terapeutycznym w dysfoniach zawodowych ważną rolę odgrywa samoocena głosu, która jest jednym z elementów kompleksowej ewaluacji zaburzeń głosu. Celem pracy była ocena możliwości zastosowania skali Dyskomfortu Traktu Głosowego (Vocal Tract Discomfort -VTD) w monitorowaniu skuteczności rehabilitacji głosowej, a także porównanie wyników skali VTD z obiektywnymi i instrumentalnymi metodami diagnostyki foniatrycznej. Materiał i metody: Badaniami objęto 55 nauczycieli (średnia wieku: 47,2 lat) z dysfoniami o podłożu zawodowym. Przeprowadzono kompleksową diagnostykę uwzględniającą: samoocenę głosu według skali VTD, badanie foniatryczne z wideostroboskopią, a także pomiar obiektywnego parametru aerodynamicznego -maksymalnego czasu fonacji (MCF). Po 4-miesięcznej intensywnej rehabilitacji głosu wykonano badanie kontrolne z zastosowaniem ww. metod. Wyniki: Po leczeniu uzyskano istotną poprawę w odniesieniu do subiektywnych dolegliwości mierzonych za pomocą skali VTD -zarówno w podskali częstotliwości (p = 0,000), jak i nasilenia (p = 0,000). Pozytywne efekty terapii stwierdzono także dla parametrów ocenianych w badaniu foniatrycznym (p < 0,01) i wideostroboskopowym (p < 0,01). Po rehabilitacji głosu poprawił się też obiektywny parametr MCF, który wydłużył się średnio o 5 s. Badania wykazały, że Skala Dyskomfortu Traktu Głosowego cechuje się wysoką rzetelnością -współczynnik α-Cronbacha w badaniu wstępnym wynosił: dla podskali częstotliwości symptomów -0,826, dla podskali nasilenia -0,845. Analogicznie wysoki był w badaniu kontrolnym i wynosił odpowiednio: 0,908 i 0,923. Wnioski: Skala Dyskomfortu Traktu Głosowego może być wartościowym narzędziem oceny głosu, wykorzystywanym także do monitorowania skuteczności terapii dysfonii zawodowych. Med. Pr. 2013;64(2):199-206 Słowa kluczowe: dysfonia, samoocena głosu, skala VTD, rehabilitacja głosu Abstract Background: Diagnostic and therapeutic procedures of occupational dysphonia play a major role in voice self-assessment, which is one of the elements of a comprehensive evaluation of voice disorders. The aim of the study was to assess the applicability of the Vocal Tract Discomfort (VTD) scale to monitor the effectiveness of voice rehabilitation and compare the VTD results with objective and instrumental methods of phoniatric diagnosis. Materials and Methods: The study included 55 teachers (mean age, 47.2) with occupational dysphonia. A comprehensive diagnosis took into account self-assessment by VTD scale, phoniatric examination, including laryngovideostroboscopy (LVSS) and objective measurements of the aerodynamic parameter -the maximum phonation time (MPT). After 4 months of intense rehabilitation, post-therapy examination was performed using the methods specified above. Results: After the treatment, a significant improvement was obtained in the subjective symptoms measured on a VTD scale -assessed both for the frequency (p = 0.000) and the severity (p = 0.000) subscales. Positive effects of the therapy were also observe...

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Voice symptoms of call-centre customer service advisers experienced during a work-day and effects of a short vocal training course

Cited by 39 publications

References 39 publications

Collision and Phonation Threshold Pressures Before and After Loud, Prolonged Vocalization in Trained and Untrained Voices

Collision and Phonation Threshold Pressures Before and After Loud, Prolonged Vocalization in Trained and Untrained Voices

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

Comparison of Vocal Tract Discomfort Scale Results With Objective and Instrumental Phoniatric Parameters Among Teacher Rehabilitees From Voice Disorders

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