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

Abstract

Occupational voice users often suffer from voice symptoms to varying extents. The first goal of this study was to find out how telephone customer service advisers experience voice symptoms at different moments of the working day. The second goal was to investigate the effects of a short vocal training course arranged for telephone workers. The results indicate that although the subjects did not suffer from severe voice problems, the short vocal training course significantly reduced some of the vocal symptoms they had experienced. The results suggest that systematic consultation and training for occupational voice users in the field of occupational voice care would be advantageous.