Call centre workers use their voice for prolonged periods, thus increasing their risk of occupational voice disorders.
The objectives of this study were to:
• investigate the work context and vocal communication demands for call agents
• evaluate call agents’ vocal health, awareness and performance
• identify key risks and training needs for employees and employers in call centres
This was an occupational epidemiological study consisting of qualitative and quantitative approaches. It had three stages: interviews with senior call centre managers; a large-scale epidemiological online survey; and acoustic measurements in the actual work environment.