Impact of call center work in subjective voice symptoms and complaints--an analytic study.

Abstract

Purpose: To estimate the prevalence of vocal symptoms, occupational risk factors, associated symptoms and their impact on the professional activity of the telemarketers.

Methods: Cross-section analytical study with 124 telemarketers and 109 administrative workers (control group) selected from a random sample stratified by gender. The subjects answered an anonymous self-administered questionnaire involving issues related to the presence of vocal symptoms, potential risk factors for dysphonia, and vocal impact of symptoms in professional activity. The presence of one or more voice symptoms that occurred daily or weekly was considered positive for the presence of vocal symptoms.

Results: The prevalence of vocal symptoms was found in 33% of telemarketers and in 21% of the control group, indicating an association between vocal symptoms and the activity of the telemarketer. When adjusted for confounders, this association remained in the sense of risk. In telemarketers, the sensation of dry air, ambient noise, and lack of vocal rest were the most frequently reported complaints reported by those presenting vocal symptoms. Almost 70% of telemarketers with vocal symptoms reported that these symptoms interfere with their professional activity. The rate of absenteeism by vocal symptoms in this group was 29%.

Conclusion: Vocal symptoms are common in most telemarketers when compared to their peer controls, and significantly affect their job performance.