Article ID Journal Published Year Pages File Type
1102268 Journal of Voice 2012 7 Pages PDF
Abstract

SummaryPurposeTo analyze the phonatory and laryngopharyngeal symptoms reported by call center operators; and quantify the impact of these symptoms on quality of life, and the association between these issues and professional performance, number of monthly calls, and number of missed workdays.MethodsCall center operators (n = 157) from a billing call center completed the Vocal Signs and Symptoms Questionnaire and the Brazilian version of the Voice Activity and Participation Profile (VAPP). The company provided data regarding professional performance, average number of monthly calls, and number of missed workdays for each employee.ResultsThe mean number of current symptoms (6.8) was greater in the operators than data for the general population (1.7). On average, 4.2 symptoms were attributed to occupational factors. The average number of symptoms did not correlate with professional performance (P = 0.571). However, fewer symptoms correlated with decreased missed workdays and higher mean monthly call figures. The VAPP scores were relatively low, suggesting little impact of voice difficulties on call center operator’s quality of life. However, subjects with elevated VAPP scores also had poorer professional performance.ConclusionsThe presence of vocal symptoms does not necessarily relate to decreased professional performance. However, an association between higher vocal activity limitation and participation scores and poorer professional performance was observed.

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Health Sciences Medicine and Dentistry Otorhinolaryngology and Facial Plastic Surgery
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