Abstract
To investigate whether there is association between vocal symptoms, voice complaint, and working and voice conditions self-reported by telemarketers. Study participants were 72 telemarketing operators, both genders, who work in an emergency call center. They responded to a questionnaire on personal data, voice complaints, vocal symptoms, and working conditions. Data analysis was performed using the Chi-square, Mann-Whitney, and Fisher's Exact tests. Correlation was found between the telemarketers in the study group and voice disorder complaint for aspects of working condition, such as noisy working environment, and aspects of voice condition, such as change in the voice and workplace absence. Differences were observed between the mean of auditory vocal symptoms of participants for echo in the work room, change in voice, and workplace absence, as well as between the mean of their sensory vocal symptoms in relation to the variables stressful work rate, noisy working environment, noise from other rooms, echo in the work room, radio use, change in voice, and workplace absence. Correlation was found between the presence of vocal complaints, number of auditory and sensory vocal symptoms, and working conditions self-reported by the telemarketers surveyed.
Highlights
METHODSCertain professional performance conditions may cause limitations, illnesses, or even irreversible damages to the quality of life and overall health of workers[1].Work-related voice disorder (WRVD) is a multifactorial, occupational disease resulting from environmental and/or organizational factors of work, inadequate vocal conditions, and predisposing factors of the individual
Differences in working and voice conditions were observed among telemarketers with and without vocal complaint regarding the following variables: noisy working environment, change in the voice after beginning in the profession, and workplace absence, that is, the results demonstrate that such variables show correlation with the presence or absence of vocal complaint among the operators investigated (Table 3)
Based on the findings provided by the use of this tool, it was possible to observed association between vocal symptoms, voice disorder complaint, and working and voice conditions self-reported by these professionals
Summary
METHODSCertain professional performance conditions may cause limitations, illnesses, or even irreversible damages to the quality of life and overall health of workers[1].Work-related voice disorder (WRVD) is a multifactorial, occupational disease resulting from environmental and/or organizational factors of work, inadequate vocal conditions, and predisposing factors of the individual. Telemarketing operators, or telemarketers - a labor category that has experienced a sharp increase - should be especially addressed, considering that telemarketing companies are among the largest employers in the country[5,6] These professionals are often exposed to environmental risk factors such as inadequate ergonomics, sudden temperature changes, rooms without acoustic treatment, dust, etc., as well as to organizational risk factors, e.g., stressful work rate, need for more breaks, difficulties in relating with management[7,8,9]. They usually do not receive the necessary guidance to make better use of their voice, performing various adjustments and cultivating inadequate vocal habits . They usually do not receive the necessary guidance to make better use of their voice, performing various adjustments and cultivating inadequate vocal habits . [10] scientific research in the field of voice seeking to study this population has increased considerably[11,12,13,14,15]
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