Survey of Vocal Problems and Evaluated Effects of Vocal Training Among Customer Service Receptionists in Call Center.

• Main Authors: Li-Yen Lu, 盧麗燕
• Other Authors: Chi-Kung Ho
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/08153684939282661839

碩士 === 高雄醫學大學 === 職業安全衛生研究所碩士班 === 93 === Overuse or abuse of the voice at work can lead to vocal symptoms of soreness, hoarseness, and fatigue. The worst even result in serious vocal diseases such as vocal nodules. Among all the occupations, singers, counselors, teachers, lawyers, and telemarketers are at great risk of voice problems to attending voice clinics. Of particular interest is the subgroup of telemarketer, ‘customer service receptionist’ (CSR) in call center, as their working environment requires excessive use of voice. With heavy vocal loading, if afflicted with dysphonia or aphonia, the customer service receptionists would generally be discouraged and sometimes cannot stand it but giving up their jobs and seek other occupations. There are plenty of researchers on the vocal problem of the mentioned occupations; while the relative discussions focus on CSR are quite rare. The estimated population which is engaging in call center is 50 to 60 thousands; make up 0.2% of total population of Taiwan, and it is getting increasing. This study therefore aims to survey the voice problem among customer service receptionist in call center and evaluated effects of vocal training. In order to investigate of voice problems in an over 1800 employees of call-center company by questionnaire. Of those surveyed, a total 94.2% of the 992 CSR and 73.9% of the 326 non-CSR reported 1 or more symptoms of vocal attrition. Every CSR had average 4.2 vocal problems and the most common problem was dry throat. As for the other vocal problems, CSR were three times than the non-CSR. 97.6% of CSR and 81.9% of non-CSR had more than one voice misuse. Meanwhile, the average of CSR’s vocal misuse was 5 and non-CSR’s was only 3.2. The results revealed that the vocal problems of CSR were more serious than non-CSR, no matter in vocal symptoms, vocal misuse behavior, or vocal self-evaluation. Then, forty-eight CSR were selected by random. They were separated into four groups, and joined in two-hour voice training course weekly a month. All subjects received questionnaire evaluation, acoustic analysis, aerodynamic analysis, and perceptual judgment before and after the intervention of voice training. After the training, the acoustic analysis revealed that Jitter and NSR of the subjects had statistically significant. Moreover, the questionnaire self-evaluation proved that vocal training surely enabled to improve the vocal problems and misuse of CSR and stretch the use time of their voices. Voice training on CSR is effective and should be set for CSR. In order to reduce and prevent occupational vocal disease of CSR, we recommend call center companies to arrange appropriate rest in between duty, to strengthen vocal hygiene and training, the followed by periodic physical examination of larynx.