Experiences of a Short Vocal Training Course for Call-Centre Customer Service Advisors

Abstract

It is commonly known that occupational voice users suffer from voice symptoms to varying extents. The purpose of this study was to find out the effects of a short (2-day) vocal training course on professional speakers’ voice. The subjects were 38 female and 10 male customer advisors, who mainly use the telephone during their working hours at a call centre. The findings showed that although the subjects did not suffer from severe voice problems, they reported that the short vocal training course had an effect of some of the vocal symptoms they had experienced. More than 50% of the females and males reported a decrease in the feeling of mucus and the consequent need to clear the throat, and diminished worsening of their voice. Over 60% thought that voice training had improved their vocal habits and none reported a negative influence of the course on their voice. Females also reported a reduction of vocal fatigue. The subjects were further asked to respond to 23 statements on how they experienced the voice training in general. The statements ‘I learned things that I didn’t know about the use of voice in general’ and ‘I got useful and important knowledge concerning my work’ were highly assessed by both females and males. The results suggest that even a short vocal training course might affect positively the self-reported well-being of persons working in a vocally loading occupation. However, to find out the long-term effects of a short training course, a follow-up study would need to be carried out.